Delivering a World-Class Patient Experience: Lessons From The Mouse

Patients have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining patients – while driving bottom line results. More than ever patients are focused on value – what you can do that other organizations cannot or will not do. Patients want to know that you are focused on earning their ongoing loyalty.
Based on his experience with the Walt Disney World Company along with many years in the family business, Danny Snow will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” patient loyalty. 

  1. Approaches that help your employees move from a task mindset to an experience mindset.
    2. A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” patient experience.
    3. Four specific strategies for wowing patients every time.
    4. A mechanism for ensuring that your organization’s processes are designed through the “lens of the patient.” 

Danny Snow was born into a true Disney family. He and every member of his immediate family worked for Walt Disney World at some point in their careers, learning what it takes to create a loyalty-driving customer experience. Danny took the service principles he learned at Disney to his work at other organizations, quickly earning the reputation of “customer service champ.”


After earning his MBA in Business, Danny became the Director of Marketing for Snow & Associates, Inc. where he helped grow the family business from a startup into one of the top customer service speaking/training companies in the world. His role has brought him into contact with leaders of organizations around the globe, assisting them in making decisions that impact their companies’ futures.
As a speaker, Danny helps organizations achieve their goals related to customer service, employee development, and leadership. His presentations are designed to be highly entertaining, while sharing business principles that can be immediately applied.