What makes a business truly stand out in the hyper-competitive challenge to create customer value? It’s not just the product—it’s the experience, and the system that generates and sustains it.
In this episode of The Value Creators Podcast, Hunter Hastings speaks with Vance Morris, former Disney leader and expert in service system design, about why a customer experience system is the most strategic asset in business. From theme parks to high tech to carpet cleaning to consulting, Vance reveals how to create experience systems that delight customers, and drive lasting loyalty.
Key insights include:
- Why systematization enables—not limits—exceptional service.
- How systems harness personality, emotion, and consistency to create customer connection.
- What it means to “plus” every interaction, and how to embed improvement into daily operations.
Whether you're a small business owner or enterprise leader, this episode offers a masterclass in designing customer experiences that actually mean something—and work effectively.
Resources:
➡️ Learn What They Didn’t Teach You In Business School: The Value Creators Online Business Course
Connect with Vance Morris on LinkedIn
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