Creating The Disney Experience In IT

March 11, 2016 — Leave a comment

vance morrisAre Your Customer’s Getting The Disney Experience?

Retention with any form of managed services depends a lot on customer experience.

No one can argue that Disney hasn’t been a leader when it comes to attracting people – and building loyalty.

Yesterday I had the privilege of interviewing Vance Morris as part of our monthly SVLC Insider’s Circle Program.  Vance has lived on the other side of the Disney experience – the side creating it. Today Vance works with companies like yours to help create differentiation through customer experience.

There are two key value propositions out there right now that really matter… Customer Experience and Security. Imagine if your company could provide both!

Here are a few highlights from yesterday’s program… Want more? Join the Insider’s Circle

Read More About Joining The SVLC Insider’s Circle

First, Vance tells us it’s not really MAGIC.  But what is it? It’s more about consistent processes that make everyone feel loved.  He talked about the script you use when you answer the phone, and how your SE’s approach a client when arriving onsite. These simple things go a long way when you engineer them correctly, and train your people to follow through.

The Welcome Matters. Welcome kits are a big deal. But Vance took this a step further, talking about how to keep clients thinking about you long term. It’s more than just good service. The extras go a long way. An important point here was charging enough to add those extras.

Newsletters Create Magic. Vance showed us how a dentist and a carpet cleaning business leveraged the newsletter. This is an area I believe we are failing in!  In fact, I had to look back at my own efforts and make the decision to recreate. It’s not cheap, and it takes time. But I am convinced it matters.  People do read newsletters when they are worth reading…but no one wants to read about Microsoft patches…Vance told us exactly what to put in the  Newsletter if we want it to sell for us.

And there’s a lot more.  But these three things stand out as steps every one of us can take without too much effort.  And if we did…we would see some amazing results.

For those of you who are already in the SVLC Insider’s Circle – your copy of both the video and audio are going out this week…with our NEW newsletter (in hard copy as Vance recommended) shortly to follow…If you’re not – please consider joining us using the link above. These programs are designed to keep you up to date on the industry and in front of your competition.

© 2016 David Stelzl

 

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