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Bio

Louie Gravance is often referred to as “the guy that can make the ‘Disney Thing’ actually work outside of Disney.”

For over 25 years at the Walt Disney Company, Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando Florida.
Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker, and corporate culture expert. Louie has designed multi-million-dollar service campaigns for companies such as ING Financial, Choice Hotels, Microbac Technologies, Nikon, and The American Council of Independent Laboratories based on his learnings at Disney and the curriculum he wrote. Money Magazine once credited the efforts of Louie Gravance for “literally changing the consciousness of business in America” through his service campaigns and initiatives that have included Bank of America’s “The Bank of America Spirit” campaign—deemed the most successful customer service training initiative in the company’s history. In 2014, his unique entertainment and training experience was called upon to be part of the opening team of Harry Potter’s Diagon Alley expansion at Universal, Orlando, where he currently remains a “Master Wandkeeper” with the Olivander Wand Experience.

Keynote Topics

Signature Keynote #1 : Unlocking the Potential of Service as a Superpower

When a service employee poses the question, "What's in it for me?" the resounding answer is: EVERYTHING. Your team members deserve to understand that investing themselves in service is an investment in their own growth. However, conveying this message and convincing your staff that "great service serves the server first" can be challenging.

Simply put, you can show your employees how creating magical moments for customers can transform their careers and lives, just as Louie inspired thousands of cast members at Walt Disney World on their first day

When a WOW moment in customer service occurs, it benefits both the customer and the employee simultaneously. Inspiring your team to make this connection is key to maintaining a culture of service excellence. Louie Gravance has had the pleasure of reigniting the passion for service excellence with bankers, nurses, claims adjusters, casino workers, and many others.
This power talk delves into what a WOW moment looks, sounds, and feels like, and why delivering them is beneficial for everyone involved. Participants will come to realize that every customer interaction is an opportunity not just to perform a task, but to define who they are willing to be.

Key Takeaways:

1. Personal Growth Through Service Excellence:

Employees realize that delivering exceptional service is a direct investment in their own personal and professional growth.

2. Discover the Power of WOW Moments:

Employees will learn the profound impact of creating WOW moments in customer service, recognizing that these moments benefit both the customer and the employee.

3. Foster a Culture of Service Excellence:

Employees will learn to define who they are and who they aspire to be, and that by delivering exceptional service, they will shape their identity and contribute to a workplace culture that values and rewards service excellence.

Keynote #2: Crafting Remarkable "Wow" Service Experiences

Organizations are constantly weaving a narrative for their internal and external customers. Every transaction, regardless of the product or service, tells a story that engages all our senses. This narrative shapes customer expectations, influences employee satisfaction, and defines your brand essence.

What do we look like? What do we sound like? What do we smell like? What do we feel like?

Every team member contributes to this narrative with every interaction. Shouldn't it be the story you want to tell your customers every single day?

Key Takeaways:

1. Every Interaction Tells a Story:

Whether it's through the way your team members speak, the ambiance they create, or the emotional experience they deliver, your team will learn that each touchpoint contributes to the story your customers and employees experience daily.

2. The Sensory Impact of Service:

Louie emphasizes the importance of considering how your organization looks, sounds, feels, and even smells to create a memorable, multi-sensory experience that resonates with both customers and employees.

3. Service as Show Business:

The way your team performs in their roles directly impacts customer satisfaction and brand perception, making it crucial to deliver 'WOW' experiences consistently.

For over 40 years, Louie Gravance has captivated audiences on radio, television, film, stage, and in theme parks. He has also collaborated with corporate trainers in various industries, including medicine, retail, food, manufacturing, and automotive, as well as insurance companies. At their core, they are all in the business of show business.

This engaging and humorous talk can be tailored to suit your event and objectives.

Call or text Neal at (720) 498 -3275 or email neal@infinitespeakers.com to schedule a discovery video conference call or book Louie for your next event today.