Recreating Disney’s Walk-Through-Fire Customer Loyalty in the Healthcare Sector Makes for a Sensible Approach

 

Businesses are quickly advancing with technology, which means customer loyalty remains a critical pillar for success. A recent study indicated that the cost of attracting a new customer is five times more than retaining an existing one. While the healthcare sector is a necessity of life, it, too, is a business that has to attract and keep its customers. So, how can the healthcare industry foster the kind of allegiance where customers would metaphorically “walk-through-fire ” for them?

What secrets lie behind achieving unparalleled customer loyalty in today’s fast-paced world?

On the latest “I Don’t Care with Kevin Stevenson” episode, host Kevin Stevenson examined this compelling topic with the President of Snow & Associates, Dennis Snow. Together, they explored Snow’s journey from Disney World to shaping world-class customer service models across different industries, and his method of walk-through-fire.

A few highlights from their discussion included:

  • Snow’s involvement in customer service from a summer job as Captain Nemo at Disney’s 20,000 Leagues Under the Sea ride, to managing the Disney University.
  • The parallels between the hospitality provided at Disney and in the healthcare sector, and both being emotionally charged domains
  • Tips for clinicians and professionals on fostering meaningful patient and customer interactions, focusing on active listening and human connections.

Dennis Snow has a rich background spanning two decades with Disney World, transitioning from entertainment to managing various operational areas and training initiatives. As a customer service expert, keynote speaker, and author, Snow has dedicated his life to helping organizations develop fierce customer loyalty.

Recent Episodes

In this impactful episode of the ConCensis podcast, host Yasmeen Hassan sits down with Robby Miller, Sterile Processing Manager at St. Joseph’s Hospital Medical Center, to explore how artificial intelligence is revolutionizing the field of sterile processing. With nearly 30 years of experience in healthcare, Miller shares his journey from EMT to SPD leader, offering…

In the last two decades, oncology has undergone a transformation with over 300 new cancer therapies approved by the FDA—many offering novel mechanisms of action. Despite these innovations, resistance to treatment remains a critical challenge, with cancer cells evolving or adapting to evade even the most advanced therapeutics. This issue is particularly pressing given that…

In an era where precision and predictability define the future of oncology, organoid technology is emerging as a transformative tool in drug discovery. These miniature, lab-grown 3D tissues mirror real human biology more closely than traditional 2D models or even animal systems, offering researchers the potential to predict patient-specific drug responses. As organoids become more…