How to Delight Customers and Beat Back the Avenging Hordes (with Vance Morris)
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Overview
Tom kicks off this episode with a story about a vengeful woman and all of the vengeful people who are ready to pounce if you fail in service delivery. His guest, Vance Morris, knows plenty about this. Vance is a Walt Disney World Resort Management Alumni He spent 10 years as a leader in the Resorts before setting out on his own. He established a carpet cleaning business on the Eastern Shore of Maryland where he applies customer service lessons learned from Disney to delight customers and maximize profits. He now shares those lessons with other business people. Vance runs the only Disney Service & Direct Response Marketing business in the galaxy. He coaches companies to create Disney Style Service Systems and then monetize them through direct response marketing. Vance and Tom trade you-have-to-hear-‘em-to-believe-‘em stories about rotten service and share great insights about how to delight customers and keep the vengeful at bay.
Discussed in This Episode
- Book I mentioned: Predictably Irrational by Dan Ariely
danariely.com/books/predictably-irrational - Vance’s Book we Mentioned:
Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy
How to Connect with Vance
Vance’s Web Site: DeliverServiceNow.com
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