WASHINGTON, D.C., Dec. 2, 2019 – “Delivering World-Class Customer Service: Lessons from The Mouse” will be the keynote presentation at the CLDA’s second Final Mile Forum & Expo February 19-21, 2020. The three-day expo and educational forum will be held at the Hyatt Regency Miami Sheraton Grande.

Dennis Snow will be the keynote speaker. He spent two decades with the Walt Disney World Company and is now a speaker, trainer, consultant and author who helps organizations achieve goals related to customer service, employee development and leadership. “Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities,” he says. “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 customers – while driving bottom line results.”

Based on his 20-years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide Final Mile Forum participants with a “how-to” program for creating a service-driven culture. This program will provide strategic tools that conference participants can use to raise the bar of service throughout their organizations.

Those who attend the Final Mile Forum will learn:

  • Approaches that help employees move from a task mindset to an experience mindset.
  • A process for ensuring that organization’s “backstage” environment never impacts the “onstage” customer experience.
  • Four specific strategies for wowing customers every time.

Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100 percent.

He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top three percent of the company’s leadership team.

The Final Mile Forum’s three-day agenda is designed to give leaders in the time-critical logistics, delivery and express air cargo logistics industries a front row seat on current trends and previews of the future in the supply chain. Along with the educational presentations and exhibits, the Forum will feature opportunities for business development and one-on-one networking. Participants will come away with tips on enhancing company performance with new concepts as well as new contacts with shippers and others in the final mile industry.

Registration is now open through clda.org. A discount rate is available for current CLDA members renewing for 2020. There are opportunities for sponsorship and exhibitors. Discounts are also available to members and those who join the CLDA when they register. For more information, go to clda.org.