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.

I Took My Father's Car Keys This Week. Ten Seconds Later, A Stranger Sold Me.by: Vance MorrisPublished on: 23/08/2026

Harvard 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

Customer RetentionProcess & Systems
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I Took My Father's Car Keys This Week. Ten Seconds Later, A Stranger Sold Me.

Enterprise Promises to Pick You Up. They Couldn't Even Pick Up the Phone.

Enterprise Promises to Pick You Up. They Couldn't Even Pick Up the Phone.by: Vance MorrisPublished on: 17/08/2026

Broken 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.

customer service failProcess & Systems
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Enterprise Promises to Pick You Up. They Couldn't Even Pick Up the Phone.

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 gold pixie dust

  • Making 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)