Consulting Success Podcast

How to Make Customers Remember You with Vance Morris

22 snips
Aug 18, 2025
Vance Morris, President and Chief Experience Officer at Deliver Service Now institute, shares his unique insights on client retention derived from his Disney experience. He reveals that the secret to growth lies in delighting existing clients rather than constantly searching for new ones. Vance advocates for using tangible touchpoints like personalized gifts and newsletters to forge emotional connections. He also highlights a fascinating case study of a dentist who revitalized her practice by embracing a distinctive identity, demonstrating how exceptional client experiences can drive referrals.
Ask episode
AI Snips
Chapters
Transcript
Episode notes
INSIGHT

Retention Is Where The Money Is

  • Retention is the highest-leverage growth lever because acquisition is expensive and volatile.
  • Vance positions customer experience and retention as the foundation for premium pricing and business freedom.
ANECDOTE

From Disney Lessons To Premium Home Services

  • Vance built three home-service businesses and applied Disney experience principles to position them as premium.
  • He started coaching peers after they asked how he ran those businesses successfully.
ADVICE

Make Experience The Priority

  • Ensure the customer's core experience is extraordinary before investing in retention tactics.
  • Start retention slightly before the service ends and make it part of the customer journey.
Get the Snipd Podcast app to discover more snips from this episode
Get the app