1. Delivering a World-Class Customer Experience
Lessons From the Mouse
Presented for the
Tennessee Bankers Association
by Dennis Snow

3. 1
Look At Everything Through the Lens of the Customer

4. Service Mapping Ride bus to hotel Enter lobby Ride elevator Ride
room
Walk to
room

5. 2
Pay Attention to the Details:
Everything Speaks

9. “Attitudinal” Everything Speaks

10. Everything Speaks Everything Speaks Everything Speaks Distracter
Commitment

11. 3
Create
Moments of Wow

12. Customer Expectations
Advice
Partnership
Availability
Accuracy

13. 1 2 3
Lens of the Customer
Everything Speaks
Moments of Wow

14. Customer Loyalty

16. Delivering a World-Class Customer Experience
Lessons From the Mouse
Presented for the
Tennessee Bankers Association
by Dennis Snow