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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:

Web: deliverservicenow.com

52 Ways To Wow Your Customers Without Breaking The Bank: wow52ways.com