The Power of Customer Experience With Vance Morris

Vance Morris is the Founder of Deliver Service Now institute (DSNi), a Disney-style service and direct marketing firm helping businesses develop and implement customer-focused, sustainable growth strategies. With over 10 years of experience as an operations executive in Disney Resorts, Vance has successfully transitioned into consulting and coaching companies on delivering exceptional customer service. Notably, his newsletter, the Experience System Report, is renowned for its insightful articles on customer service and marketing. Vance's unique approach, influenced by his Disney background and direct marketing expertise, makes him an authority on creating memorable customer experiences.

In this episode…

Have you ever been impressed by a company’s ability to transform something ordinary into an unforgettable experience? Using the principles of an industry giant like Disney, you can transform even your most unexceptional service into one that changes the game. What if you could create an experience so irresistible that clients don’t just pay — they rave about it?

Vance Morris, an authority on customer experience, shares his journey from being a Disney employee to redefining the service industry with unforgettable experiences that command premium prices. Vance dissects the “progression of economic value,” illustrating how businesses trapped as commodities can ascend to experiences that defy comparison and competition. He articulates his proven methodologies for creating tellable and shareable moments, from carefully choreographed first impressions to the psychology of gift-giving. Using real-world business examples, Vance explains the transformative power of experience-based differentiation, as seen with success stories like American Girl.

In this episode of the Timeless Marketing Podcast, Brian Kurtz welcomes Vance Morris, Founder of Deliver Service Now institute, to talk about creating an unforgettable customer experience. Vance shares the real-world application of Disney's magical strategies and demonstrates how subtle yet impactful changes in customer interactions can lead to increased sales and brand loyalty. He proves that any business, no matter how "common" it may seem, can sculpt an unreplicable experience that elevates it above the competition.