Wow Employees So They Wow Customers with Vance Morris

On this episode of the Customers First Podcast, I enjoyed engaging with Vance Morris, a former Disney executive and founder/owner of Deliver Service Now. With an impressive background that includes a decade at Walt Disney World, where he played a pivotal role in the design and operation of Chef Mickey's, Vance brings a wealth of knowledge on customer experience and service excellence. We explored his transition from the corporate world to entrepreneurship, delving into his mission to help businesses implement Disney-inspired service models that delight customers and drive profitability.

Vance emphasized the crucial role of customer experience as the ultimate differentiator in today's competitive landscape. Drawing from personal anecdotes, he shared insights on how even mundane tasks can elevate the customer experience. For instance, Vance recounted his early days of delivering newspapers, highlighting how attention to detail rooted in customer preferences shaped his understanding of service excellence. At Disney, he learned that every detail contributes to the overall experience, setting the stage for his methodologies.

One of the highlights of our conversation was Vance's framework outlined in his book Systematic Magic, where he introduced the seven magic keys to "Disney-fy" businesses. Each key plays a vital role in crafting memorable customer interactions. An important takeaway was his view that details either enhance or detract from the experience. He urged listeners to conduct evaluations of their businesses to recognize the subtle elements that might influence customer perception.

Lastly, we explored the synergy between all these elements through Vance's equation for business success. He explained how combining employee experiences, quality customer experiences, quality business practices, and effective direct-response marketing leads to sustainable profits. This holistic approach challenges businesses to look beyond traditional metrics and aim for comprehensive customer and employee engagement.

Timestamps:

5:11: Seven Magic Keys to Disney-fy Businesses

12:41: The Importance of the Wow Component

18:02: Employee Magic and Customer Experience

Vance's Contact Information:

Website: https://go.deliverservicenow.com/

LinkedIn: @VanceMorris

Free Book: https://yes.deliverservicenow.com/deliver-service-now

Tacey's Contact Information:

All Social Media: @taceyatkinson

Website: https://www.taceyatkinson.com

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go Spread the Magic!