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.

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