Customer Experience & Loyalty Strategies
Disney-inspired customer experience, retention, and loyalty strategies that
turn ordinary service businesses into unforgettable brands.
Let's Disnify Your Business
I Took My Father's Car Keys This Week. Ten Seconds Later, A Stranger Sold Me.
by: Vance MorrisPublished on: 23/08/2026Harvard audited 2,241 companies and found the average response to a web inquiry takes 42 hours. I filled out a form the morning after taking my father's car keys, and my phone rang in exactly 10 seconds. Here's what that process got right, and what i
Enterprise Promises to Pick You Up. They Couldn't Even Pick Up the Phone.
by: Vance MorrisPublished on: 17/08/2026Broken down 900 miles from home, Enterprise told me my birthday was wrong, then tried to re-rent me the car they had just towed away. Why siloed systems turn good employees into apologists, and the Disney process fix that costs nothing.
One Ketchup Packets: How Forgotten Details Quietly Kill Client Loyalty
by: Vance MorrisPublished on: 09/08/2026I ordered Popeyes for 14 entrepreneurs at my mastermind. Twenty biscuits arrived with ten condiment packets and exactly one ketchup. Why the smallest details quietly kill client loyalty, and the audit that finds yours before your clients leave.
Satisfied Customers Defect
by: Vance MorrisPublished on: 02/08/2026Forbes says satisfied customers stay loyal. At Disney, a four out of five put my team on alert. Thirty years of research agrees with Disney, not Forbes. Here's why your satisfied clients are your at-risk clients, and where real loyalty actually comes
CATEGORIES
Vance Morris
The ONLY Disney Experience & Direct Response Marketer, who actually worked at The Disney Company
Recommended Reading
Systematic Magic: 7 Magic Keys To Disnify Your Business CLICK HERE
The Experience Economy by Pine (it's a bit dated, but the lessons and strategies are pure
goldpixie dustMaking the Magic: Customer Experience Boot Camp
The Most Unforgettable Event For Consultants & Coaches: CLICK HERE (a done-4-you boutique event at Walt Disney World)