CX Passport The one where he Disnefies Customer Retention - Vance Morris E208
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🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208🎧 What’s in the episode?...
CHAPTERS
0:00 Introduction: Welcoming Vance Morris
1:34 The power of Disney’s systems in customer experience
4:43 How systems create freedom for employees
7:07 Applying big business lessons to small businesses
10:16 Disnefying the mundane to create great experiences
12:41 Turning a carpet cleaning business into a CX powerhouse
13:39 Why Vance moved into coaching
14:43 The cost of new customers vs. retaining existing ones
17:25 College band life: Clamming to afford a hotel
18:37 Marketing lessons from the band experience
19:32 First Class Lounge
23:41 The return to simplicity: Vance’s flip phone
24:38 What price elasticity really means for CX
26:53 How small businesses can justify higher prices
29:19 Tactical steps to improve customer retention
32:36 The power of personality in customer retention
33:52 Where to connect with Vance
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I'm Rick Denton and I believe the best meals are served outside and require a passport
Episode resources:
52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com