Customer Experience with Daryl Dexter

🎙 Welcome to another episode of Systematic Magic! Today, Vance Morris hosts the dynamic Tiffanie Kellog, aka The Speaker in Socks. 🌟 Tiffanie shares her incredible journey from a struggling entrepreneur cold-calling her way through Tampa to becoming a sought-after speaker and consultant. Along the way, she discovered the secrets of effective networking, ditching outdated advice for methods that actually work. In this episode, Tiffanie reveals:✅ The right way to network and build lasting relationships (no spammy card-slinging here!)✅ Why her bold sock collection became an unforgettable part of her personal brand.✅ Proven strategies to craft engaging sales presentations that connect with your audience.✅ How to harness AI, systems, and community for smarter, not harder, business growth. Plus, Vance and Tiffanie dive into:🎯 Elevating customer experience by creating memorable, premium services.🎯 The power of masterminds and how they can transform your entrepreneurial journey.🎯 Tips for building an authentic personal brand that keeps your business top-of-mind. 👣 Don’t miss Tiffany’s advice on standing out in a crowded market—and a special shoutout to her 400+ sock collection! 📌 About Tiffanie Kellog:Tiffany is a speaker, author, and consultant helping entrepreneurs achieve more money, time, and fun through strategic networking and branding. Check her out at tiffaniekellog.com and follow her on social media to learn more about her books, including Socks to Success. Deliver Service Now institute

In this episode of Systematic Magic, Vance sits down with Deb Laurel, a seasoned management trainer who has been conducting training for over 50 years. Deb’s unique approach stems from her diverse background, including founding the first feminist theater in the Midwest and training managers internationally in places like Africa, the Middle East, and Eastern Europe. Key Topics Discussed: Deb's Fascinating Journey: From feminist theater to management training, Deb shares how she transitioned into conducting assertiveness and management training. Why Managers Struggle: Many managers are promoted because of technical or sales skills, not leadership abilities. Deb discusses the common issues managers face and how training can help. Training Techniques: Deb explains her experiential, results-oriented training method that focuses on skill-building rather than lectures. Managers practice essential tasks like delegation, conflict management, and giving constructive feedback. Communication in Leadership: Deb and Vance delve into how clear, purposeful communication is vital to any business and the common pitfalls that occur when leaders fail to communicate effectively. They also explore how communication preferences vary and why leaders need to adapt their styles. Change Management: How to approach change in the workplace, focusing on involving employees in the process and addressing emotional losses to increase buy-in and reduce resistance. Generational Differences: Deb shares her perspective on the challenges of mentoring Gen Z in a remote working environment, emphasizing the importance of intentional mentoring to ensure skill transfer and engagement. Building Engagement and Ownership: From onboarding to fostering a sense of responsibility, Deb highlights how businesses can instill a sense of ownership in their employees, even in roles that may seem disconnected from larger business goals. Notable Quotes: "Most bad managers didn’t wake up thinking, ‘I’m going to be terrible.’ They just don’t know what they don’t know." – Deb Laurel "A lot of businesses drop the ball with communication, whether it's systems changes or management issues. Most problems can be solved with just a little clear, timely communication." – Vance Morris "It's not about whether employees need to suck it up or not; it's about leaders learning to adapt their style to get the best results from their team." – Deb Laurel Resources Mentioned: Big Five Personality Traits: A spectrum-based assessment used by Deb in her training Management Institute at the University of Wisconsin Madison Connect with Deb Laurel: Website: LaurelAndAssociates.com Email: Available through the website If you enjoyed this episode, make sure to subscribe to the Systematic Magic Podcast so you never miss an episode. Visit DeliverServiceNow.com for more strategies on how to create magical customer experiences and improve your business.

In this episode of Systematic Magic, Vance Morris takes us behind the scenes at Disney, where he once had the opportunity to suit up as Goofy himself. He shares an unforgettable story of how he, as Goofy, transformed an irate guest’s meltdown into a magical moment of laughter and delight. More importantly, Vance dives into how you can apply these same principles to your business when faced with unhappy customers—minus the giant dog costume, of course. Whether you’re a carpet cleaner, financial planner, or running a service team, these tips will help you defuse tension and turn frustrated customers into raving fans. Key Takeaways: Disarm with Empathy: Even if the customer’s complaint has nothing to do with you, acknowledging their frustration is the first step in calming them down. Lighten the Mood: Humor or a little bit of surprise can defuse a tense situation. Just be sure it’s appropriate for the moment and your audience. Offer a Personalized Solution: Once the customer is in a better headspace, hit them with a thoughtful solution that addresses their problem in a meaningful way. Mentioned in the Episode: Disney World and the power of character interactions. The art of using humor to transform negative customer experiences. Examples of how service-based businesses can turn unhappy customers into loyal, satisfied clients. If you enjoyed this episode, share it with your team or a fellow business owner who could use a little customer service inspiration. Don’t forget to subscribe to Systematic Magic for more episodes on creating unforgettable experiences and dominating your market! Connect with Vance Morris: Website: VanceMorris.com LinkedIn: Vance Morris Newsletter: The XPerience Report

In today’s episode of Systematic Magic, we dive into one of Disney’s most powerful but overlooked strategies: hidden details. From once-a-year Hidden Mickeys to pirate skeletons locked in an eternal chess match, Disney weaves storytelling magic into the smallest of moments. But here’s the real secret: these details aren’t just for show. They’re designed to captivate a very special audience—the 1% who notice. And those superfans? They’re worth their weight in gold. Tune in as Vance Morris breaks down why hidden details matter, how they create word-of-mouth marketing that no budget can buy, and how you can use this strategy in your own business. Whether it’s adding unexpected touches, creating Easter eggs, or building stories within stories, you’ll walk away with actionable tips to create a richer experience for your customers—just like Disney. What You’ll Learn in This Episode: The role hidden details play in creating a deeper customer experience. Examples of Disney’s hidden details, like the once-a-year Hidden Mickey and the stalemated pirate skeletons in Pirates of the Caribbean. Why focusing on the 1% of superfans who notice these details can amplify your business. How to apply Disney’s strategy to your own business with surprise touches, Easter eggs, and storytelling. Key Takeaways: Hidden details aren’t about being seen by everyone—they’re about delighting the few who notice. Those superfans create a ripple effect, driving word-of-mouth marketing. You can implement this in your business with small, thoughtful touches that turn customers into advocates. Actionable Tips: Add a surprise freebie or handwritten thank-you note to your customer’s next order. Hide a special offer or discount somewhere on your website or in your email campaigns. Share behind-the-scenes stories or fun facts about your business that give customers something new to discover. Memorable Quote: "It’s not about everyone seeing every detail. It’s about those who do—and the ripple effect they create. The 1% who ‘get it’ become your superfans, and they’ll tell the world about it." Resources Mentioned: Want to learn more about creating unforgettable customer experiences? Check out Vance Morris’s site www.DeliverServiceNow.com for more tips and strategies. Subscribe and Review: Love what you’re hearing? Be sure to subscribe so you don’t miss an episode. If you’re enjoying the show, leave us a review on your favorite podcast platform—it helps others find the podcast and allows us to keep bringing you valuable insights! #CustomerExperience #BusinessGrowth #DisneyMagic #HiddenDetails #SystematicMagic #ExperientialMarketing #DisnifyYourBusiness #MarketingStrategy #WordOfMouth #SuperfanStrategy

In this heartfelt and enlightening episode of the Systematic Magic Podcast, host Vance Morris sits down with Melissa Cocuzza, the founder of Club 62, a groundbreaking platform designed to help seniors, caregivers, and their families. With a rapidly growing senior population, Melissa is tackling the real issues facing our aging loved ones—loneliness, caregiving challenges, and navigating complex health care options—with innovative solutions like AI-powered companions and senior care resources. Vance, sharing his own experiences with aging parents, dives deep into how Club 62 is providing seniors with life-enhancing tools and offering much-needed relief to caregivers. Melissa highlights game-changing products like the AI companion, LEQ, that helps reduce loneliness and improve daily life, and discusses new innovations in senior care technology. Key Takeaways: The epidemic of loneliness among seniors and how it affects both mental and physical health. Melissa’s discovery of LEQ, an AI-powered companion that helps seniors stay connected and improves their quality of life. How Club 62 is providing seniors and caregivers with innovative resources, social connections, and support through a unique virtual community. The emotional and practical challenges caregivers face and how Club 62 is designed to help them manage these pressures. Vance shares personal stories about his aging parents, offering a relatable and real-life connection to the challenges Melissa addresses. Notable Quote:*"Making aging a fun adventure"—Melissa’s mission is to help seniors live vibrant, connected lives while easing the burden on caregivers. Resources Mentioned: Club 62 LEQ: AI-Powered Senior Companion Tree Aware: Stylish Emergency Necklace If you’re interested in learning more about how Club 62 can help you or your loved ones, visit Club 62. Don’t forget to subscribe to the Systematic Magic Podcast and join Vance's mission to eliminate poor client and patient experiences!

Welcome back to the Systematic Magic Podcast, where we're diving deep into the intersection of business, customer experience, and time management. And folks, today we've got marketing royalty in the house! I’ve been chomping at the bit for this interview, and trust me, it’s worth the wait. Joining me is none other than Ben Glass—a longtime Kennedy lifer, a powerhouse attorney, a father of nine (yes, nine!), a phenomenal soccer referee, and a master of making time work for you. In this episode, we explore how Ben and Dan Kennedy's latest book, No BS Time Management for Entrepreneurs, is shaking up the world of time management. Spoiler alert: They broke Amazon on the first day of the book’s release! Ben shares his no-nonsense strategies for managing time, making decisive decisions, and creating an extraordinary customer experience that sets your business apart from the competition. We also riff on the challenges of working from a home office, the importance of punctuality (Ben’s got some strong opinions here), and why entrepreneurs need to ruthlessly protect their time from "time vampires." Whether you’re running a law firm, a service business, or just trying to survive the daily grind, this episode is packed with actionable insights to help you elevate your game. In This Episode, You’ll Learn: How Ben Glass manages to juggle nine kids, two businesses, and a thriving legal practice without losing his mind. The secrets behind creating a customer experience that leaves clients saying, “Wow, these guys know what they’re doing.” Why time blocking is essential for entrepreneurs—and how to make it work for you. How to protect your time from "time vampires" and make decision-making a strength, not a struggle. The importance of knowing the true value of your time and why you need to spend it wisely. Get the Book: Don’t miss out on No BS Time Management for Entrepreneurs. Head over to Amazon and grab your copy—just be prepared for it to fly off the virtual shelves! Links Mentioned: No BS Time Management for Entrepreneurs on Amazon Subscribe & Review: If you enjoyed this episode, don’t forget to subscribe, rate, and review the podcast. Your feedback means the world to us and helps more entrepreneurs discover the magic of systematic success.

In this episode of the Systematic Magic podcast, host Vance Morris sits down with Tish Van Ravenhorst, a dynamic leadership coach and team-building consultant, to uncover the secrets to building high-performing teams. With a last name meaning "of the dark forest," Tish brings a deep understanding of human behavior and organizational dynamics, guiding leaders to navigate challenges, manage change, and leverage strengths for maximum impact. Join Vance and Tish as they explore practical strategies for improving team communication, overcoming resistance to change, and fostering an environment where both individuals and organizations can thrive. Whether you're a seasoned leader or just starting your management journey, this episode is packed with actionable insights to help you elevate your team's performance and achieve your business goals. Tune in to discover how to turn your organization's greatest successes into powerful tools for growth and learn what it truly takes to be an inspiring and effective leader. About Tish: Tish VanRavenhorst, leadership coach at Next Level Teams, is known for her commitment to delivering exceptional value to clients across various industries. She has been recognized for her contributions to team development within the Department of Defense and the Navy. Tish specializes in coaching professionals at all levels and holds certifications from Gallup, Shipley Communications, and ICF. She focuses on empowering clients to leverage their strengths effectively and to navigate challenges. By focusing on goals and helping individuals navigate leadership challenges, Tish enables her clients to achieve tangible results. In addition to her coaching work, Tish is the founder of South Kitsap Backpacks for Kids and an active Rotarian. Her dedication to both client satisfaction and community service exemplifies her role as a trusted partner in her clients' journey towards growth. About Vance Morris: Vance helps business owners get, serve and keep clients for life through creating experiences and response required marketing without working harder. He is a Former Birth Control Factory Security Guard turned Disney Leader, turned Bankrupt Out of Work Executive, turned Carpet Cleaner, turned Successful Entrepreneur. Deliver Service Now

On this episode, I get to talk with Tim Croll, who has mastered something I love; Serious Play. We talk extensively about: The importance of bridging the gap between knowledge (theory) and wisdom (application). Stephen Covey Jr.’s concept of "The Speed of Trust" and its ripples. Emotional intelligence in practice: example of Chewy.com’s empathetic customer service. Importance of emotional intelligence in establishing meaningful connections with customers. Difference between a mission statement and the true mission of a business. The importance of personal development to keep pace with business growth. About Tim: In a world of boring leadership and strategy sessions…. One man stands alone, connecting the complex strategies into easy to understand practical application. (betcha read that in movie voice) Knowledge is great, I have been certified with multiple coaching programs and hold a Masters in Leadership. But it is the experience that allows us to apply the knowledge into wisdom. I was a contestant on LEGO Masters Season 2 (one of the highest watched reality shows) and this gave me the opportunity to share many of my life experiences, tying together the knowledge of leadership with the wisdom of action. I have had the opportunity to own my business, work in the corporate world and build E-commerce companies into multi-million dollar monthly sales. But the passion I hold is how to inspire individuals to grow both in their personal and professional lives. To find their purpose and pursue it with all their energy. This impact on others is what motivates and drives my decisions and actions. I do this through LEGO, using ‘serious play’ methods to facilitate learning sessions that change people’s lives. www.timcroll.com

This episode, Vance is joined by marketing and customer relationship expert Meredith Rhoades. While we talk a lot about marketing and customers, the big take away is the necessity that every small business have a CRM (customer relations management) system. even if it is just a spreadsheet Meredith Rhoades, a Business Advisor with Thryv for over 19 years helping hundreds of local small businesses with their advertising, marketing, websites, social media management, business software and CRM as well as search engine optimization.  As there are many options and it can be quite overwhelming, Meredith works with the client to create the best solution for their business.   Meredith is focused on helping small to medium size business owners maintain and grow their market share through affordable, state-of-the-art business automation software and leads solutions.  She has a 19 year old daughter, 17 year old son and three cats. She has worked for the same company since 1996 –the methods have changed but the mission is the same—to help small business succeed. Links: My Digitial Business Card    [email protected] https://m.facebook.com/meredithbusinessadvisor https://www.instagram.com/meredithbusinessadvisor/ http://linkedin.com/in/meredith-rhoades-aa1aab46

Vance interviews Morry Zelcovitch, The World's First And Only Brainwave Entrainment Engineer  As a child Morry had many problems ranging from hearing thousands of voices in his head to severe depression. He also had a very big mouth, was always getting into trouble and was unbelievably accident prone. Something inside him made him start looking into the brainwave entrainment field when he began to observe that sometimes, time would seem to move faster and more pleasantly than other times. He eventually made the connection that when time seemed to move quicker the sounds, he was hearing were more rhythmic in nature. And when time seemed to painfully stand still, the surrounding sounds were far more disjointed. After many years of using other people’s products, with some limited success, he was determined to figure out why these recordings seemed to work only in a minor way, when all of the research he read suggested the effects should be more dominant than what he was experiencing. He decided that the best route to understanding was learning at the feet of an expert in the field. So he contacted the worlds foremost expert in the field of brainwave entrainment and discovered some invaluable secrets that he could not get anywhere else. Now he has conquered those extra voices in his head and severe depression, and his mission in life is to help others improve the quality of their lives without the use of dangerous and habit-forming drugs. Morry Zelcovitch  The World's First And Only Brainwave Entrainment Engineer  Skype - morryzelco  https://www.linktr.ee/morryzelco