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

August 25, 2023
Kevin Stevenson

 

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

aging in place elderly couple
View episode

As the world grapples with an larger aging population, the concept of “aging in place” is gaining unprecedented momentum. According to a new Redfin survey, over three-quarters of baby boomers (78%) plan to stay in their current homes as they age. This trend is driven by improvements in digital health services as well […]

great tech
View episode

Great tech with a good heart? Technology may not be the first word that screams compassion in healthcare, but two tech-driven companies seek to change that perception. The latest episode of the Healthcare Rethink podcast explores the intersection of technology and compassionate care. Host Brian Urban welcomes Caitlin Donovan, the Global Head of Uber […]

Life science regulations
View episode

How can life science companies navigate the challenges posed by rapid technological changes and the latest life science regulations, such as the recent EU GMP Annex I regulations for the manufacture of sterile medicinal products? Tom Caffery, CEO of Benchmark Products, highlighted the importance of adapting quality assurance practices and investing in updated facilities […]