Creating a Loyal & Unified Team That Thrives Together Build a loyal team that works together with insights from leadership expert Dennis Snow on customer experience.

What if your team’s service could be as magical as Disney’s, where employees feel valued and work together seamlessly? If you’re managing a team—whether you’re just starting out or have been leading for years—there will be moments when the dynamics don’t feel quite right.

Employees may treat each other differently than they treat customers, and silos may emerge. The key to transforming a team into a high-performing, loyal unit starts with how they treat each other behind the scenes.

Dennis Snow, a world-class customer service expert and former Disney Institute trainer, reveals how to align internal and external service to create teams that are motivated, accountable, and dedicated to delivering excellence.

Great Service Begins on the Inside

“Great external service starts with great internal service. Alignment is everything.” – Dennis Snow

One of the biggest mistakes leaders make is focusing only on customer service while neglecting internal culture. According to Dennis, if employees don’t feel valued and supported, it will eventually show in their interactions with customers. The best teams prioritize internal service just as much as external service.

Setting the Right Example for Your Team

As a leader, your actions set the tone for your team’s culture. Walt Disney himself once demonstrated this principle when he was spotted picking up trash at Disneyland. This small act sent a powerful message—no task is beneath anyone, and every role contributes to the greater mission.

“When leaders model the behavior they expect, it inspires loyalty and trust.” – Dennis Snow

A leader’s actions speak louder than any training manual. If you want a squad that takes pride in their work, show them what that looks like through your own actions.

Breaking Down Barriers in the Workplace

A fractured team is one where departments blame each other, creating an ‘us vs. them’ culture. Dennis explains that true teamwork happens when every employee, regardless of their department, sees themselves as part of a unified mission.

Organizations should break down silos by encouraging cross-functional collaboration. This means creating opportunities for different departments to work together, whether through team projects, shared goals, or open communication channels.

Shifting the Focus from Blame to Solutions

Things will go wrong in any business, but how a squad handles setbacks defines its success. Instead of pointing fingers, strong teams focus on solutions.

Dennis describes how employees often deflect responsibility by blaming other teams or leadership. This erodes trust and damages morale. Leaders should reorient conversations around solutions rather than blame. When accountability is framed positively, employees feel empowered to take ownership of their work.

Creating a Culture Rooted in Core Values

Loyal teams thrive when they feel connected to a bigger purpose. Disney’s employees, for example, don’t just see themselves as workers—they view themselves as part of a mission to create unforgettable experiences.

To build a committed team:

• Consistently communicate your organization’s mission and values.
• Recognize and reward employees who embody these values.
• Create rituals that reinforce company culture.

Internal Culture is the Foundation of Customer Service

Imagine if your team treated each other with the same care and respect they give customers. Dennis emphasizes that customer experience mirrors internal experience. If employees feel unappreciated or unsupported, that energy trickles down to customers.

When its members consistently show respect, appreciation, and support for one another, that same energy extends to customer interactions. Creating an internal service culture isn’t just about being nice—it’s a strategic move that directly impacts customer loyalty and business success.

The Loyalty Payoff When Your Squad That Works Together

A team that feels valued, aligned, and inspired will naturally go above and beyond—not just for customers, but for each other. By modeling the right behaviors, eliminating silos, celebrating accountability, reinforcing values, and prioritizing internal service, leaders can transform their teams into high-performing, loyal groups that thrive together.

Ready to Build a Stronger Team?

🚀 Watch the full interview with Dennis Snow here
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