Hey everyone, welcome back to Mastering eCommerce Marketing. I’m Eitan Koter, and today’s episode is a fun one.

Eitan sits down with Vance Morris, a former Disney leader who spent over a decade crafting the kind of customer experiences people never forget. These days, he helps businesses build systems that make great service not just memorable, but also profitable - all through his Deliver Service Now brand and his “Return on Experience” approach.

In this chat, Vance explains what customer experience really means - and spoiler alert, it’s not just about being nice. He breaks down how companies can turn everyday moments into something people remember and return for. One of his go-to strategies? Sending printed newsletters in the mail - yes, actual mail - and why that works better than you might think.

We also get into what he learned at Disney, how systems create freedom for teams and owners, and why answering your phone (yes, answering it) is one of the best things you can do for retention.

If you’re trying to keep customers coming back or want to stop competing only on price, this episode’s worth a listen.

Website: https://www.vimmi.net 

Email us: info@vimmi.net 

Podcast website: https://vimmi.net/mastering-ecommerce-marketing/ 

Talk to us on Social:

Eitan Koter’s LinkedIn: https://www.linkedin.com/in/eitankoter/ 

Vimmi LinkedIn: https://il.linkedin.com/company/vimmi 

YouTube: https://www.youtube.com/@VimmiCommunications 

Guest: Vance Morris, Founder of Deliver Service Now Institute

Vance Morris’ LinkedIn: https://www.linkedin.com/in/vancemorris 

Deliver Service Now Institute: https://deliverservicenow.com 

Takeaways:

• Customer experience is broader than customer service.
• Retention requires a system to remind customers.
• Engagement can be achieved through offline methods.
• Disney's systems provide freedom for creativity.
• Storytelling enhances customer connection and marketing.
• Immediate actions can significantly improve customer experience.
• Differentiation is key in a competitive market.
• Employee satisfaction directly impacts customer experience.
• Creating memorable experiences doesn't have to be costly.
• A strong mission can guide business operations.

Chapters:

00:00 Introduction to Customer Experience

02:17 Defining Customer Experience and Retention

04:10 Implementing Effective Customer Engagement Systems

09:40 Lessons from Disney: The Importance of Systems

12:22 Balancing Systems with Creativity in Customer Experience

16:25 Measuring Success in Customer Experience

18:25 Immediate Strategies for Enhancing Customer Experience

24:17 The Power of Storytelling in Customer Experience

29:22 The Systematic Magic Approach to Business149