Scaling Through Experience, Not Just Sales; Disney Magic for B2B

The Business Emergency Room: For Leaders Facing Volatility, Uncertainty, Complexity & Ambiguity (VUCA)

What if your business could create the kind of loyalty people feel for Disney?

Maartje van Krieken talks with former Disney leader and customer experience strategist Vance Morris about what truly sets unforgettable brands apart. He shares the Disney lessons that every company, whether in service, retail, or B2B growth, can use to turn everyday interactions into memorable moments that keep clients coming back. How do you move from transactions to genuine relationships? What does it take to design a client experience that people can’t stop talking about?

Vance draws from his own story of rebuilding a career and transforming ordinary businesses into standout experiences. From the small details that shape perception to the systems that sustain consistency, this conversation invites you to think differently about how you serve, lead, and grow.

Episode Breakdown:

00:00 Power Of Client Experience

00:53 Disney Lessons For Client Experience

03:09 Turn A Commodity Into An Experience: Oil Change Case Study

08:00 Turn Waiting Into Experience: Disney Line Entertainment For B2B

10:54 Acquisition Cost vs Retention Profit

12:24 Disney’s 80/20 Return Customer Model

17:09 Know Your Real Business: Memories, Happiness, Mission

23:21 Consistency Through Systems: Document What Delivers

24:28 Tenacity And Trusted Advisors In Leadership

29:58 How To Learn More From Vance Morris

Connect with Vance Morris:

Visit Vance’s website

Download your FREE hot sheet of 52 Ways to WOW Your Customers

Vance Morris is a former Disney leader turned entrepreneur who now helps businesses bring the magic of Disney-level experiences into their own client journey. His unconventional path—from security guard at a birth control factory to Disney leadership, bankruptcy, carpet cleaning, and finally thriving business ownership—has given him a rare perspective on resilience, reinvention, and what truly creates loyalty.

Today, Vance teaches companies how to “Disnify” their business by adapting Disney’s customer experience and pricing strategies to any industry. Through his keynotes, workshops, and coaching, he shows teams how to create extraordinary experiences that lead to extraordinary engagement, referrals, and profits.

Vance leads The Alliance Mastermind, a community of veteran entrepreneurs supporting each other’s success. He also offers both group and private coaching programs that include weekly sessions, masterclasses, and his signature Xperience Report.

As a speaker and author of Systematic Magic: 7 Magic Keys to Disnify Your Business and Tales From the Customer Service Crypt, Vance combines humor, storytelling, and real-world tactics to inspire businesses to transform the ordinary into the unforgettable.

Connect with Maartje van Krieken:

Connect with Maartje on LinkedIn

Visit The Chaos Games Consulting website

Visit The Business Emergency Room website

Subscribe to The Business Emergency Room on YouTube

Subscribe to Maartje’s Substack

Host Maartje van Krieken is a crisis strategist and decision-making expert who thrives in high-stakes business environments. Combining disaster management training, hands-on experience in global industries, and leadership skills honed as a seasoned sailor, she helps businesses navigate chaos with precision. Whether tackling transformation, scaling challenges, or leadership bottlenecks, Maartje delivers actionable insights to turn turbulence into traction.

Podcast production and show notes provided by HiveCast.fm