Former Disney exec headlines IB Expo

From the pages of In Business magazine.

Anyone with children over five years of age probably has been lured down to Walt Disney World at some point. My wife sold me on the idea for our first trip back in 2013, when our girls were only three and five. I thought we were crazy for taking them that young, and I remember expressing my feelings at that time. The self-acclaimed “happiest place on earth” couldn’t be that happy, could it? Well, like all good husbands and fathers, I relented and away we went.

As much as I wanted to be right about my initial feelings, I actually couldn’t have been more wrong. I remember thinking: How is this even possible? Here we were spending much of our days in long lines, dealing with cranky children — kids shouldn’t be allowed to be cranky at Disney — in the heat and humidity of central Florida, but the fact of the matter is, the magical experience of Disney got all of us, including me!

Disney knows how valuable the customer experience is for their business, and they emphasize that more than anything else with their employees. They don’t want anyone leaving their parks without that magical feeling, and that includes the adults (those spending all of the money!).

This October, we are excited to kick off our 2019 IB Expo & Conference with a keynote presentation from someone who knows a thing or two about the Disney customer experience – Dennis Snow. Dennis spent 20 years honing his customer service skills at Walt Disney World, including time at Disney University, where he taught corporate philosophy and business practices to cast members and the leadership team.

During the expo keynote, he’ll provide a “how-to” program for delivering outstanding customer experiences and provide strategic tools that can be used to raise the service bar throughout your organization, resulting in “walk-through-fire” customer loyalty. The kind you see at Disney!

The expo takes place on Wednesday, Oct. 16, at the Alliant Energy Center. Tickets for the keynote are $50 per person or $325 for a table of eight and include admission to the expo floor throughout the day. For those reading this column, we offer a 20 percent discount.

To register, visit, click “Enter Promo Code” on the registration page, and type in the code Leading Off. Tickets will go fast, so I’d encourage you to sign up ASAP!

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