Stan Phelp's Blog

The Goldfish Chronicles

Sharing insights on customer experience, employee engagement, and brand strategy.

Should we call July 5th and beyond the “NEXT” Normal, “NEW” Normal, or the “NO” Normal?

NEED YOUR OPINION. Should we call July 5th and beyond the “NEXT” Normal, “NEW” Normal, or the “NO” Normal?

There is a specific reason why David Rendall and I have decided July 5th as our launch date for our book “Pink Goldfish 2.0 – Defy Normal and Exploit Imperfection.”

Many people in the US have pointed towards July 4th as a defining date for the COVID-19 pandemic.

President Biden shared, “This is our target date to get life in America closer to normal and begin to celebrate our independence from the virus together with our friends and our loved ones as we celebrate Independence Day.”

July 5th will begin Day 2. What should we call this “After-Corona” time?

A. NEXT NORMAL
B. NEW NORMAL
C. NO NORMAL

I vote for C. If the global pandemic has done anything, it has taught us that all of our norms have been challenged. We have to question everything.

Credit goes to Alan Weiss for coining (and trademarking) NO NORMAL.

In his words, “My concept of the immediate future is No Normal™. Not ‘back to normal’ or a ‘new normal.’ We’re going to have to be agile and maneuverable and deal with ambiguity and turmoil continually. We need to use disruption and volatility as offensive weapons.”

Successful firms will need to raise the bar, not restore it.

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Stan Phelps walks the walk. He stands out in the sea of sameness by modeling his own Differentiated Experience (DX) message: Differentiation isn’t just about what you say, it’s about what you do and, more importantly, how and why you do it. Stan leverages his unique collection of 5,000+ case studies on customer, employee, and brand experience to engage audiences with informative learning-based experiences. He believes purposeful DX wins the hearts of employees and customers, and differentiation ultimately boosts loyalty, retention, referrals, and results.

Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

“To succeed in a spectacular fashion you have to be spectacularly unusual.” – Mike Burry

Warren Buffett explained his formula for success in an article by The New York Times written during the spectacular meltdown of the financial sector in 2008.

Buffett shares that his mantra is to do the opposite of what everyone else is doing. When everyone else zigs, he zags. Avoiding the crowd is what the Pink Goldfish of Opposing is all about.

Michael Lewis wrote “The Big Short” to tell the story of the few people who predicted and prepared for the crash of the subprime mortgage industry.

One of the people he profiled was Mike Burry, a neurologist in California who has Asperger’s syndrome, a form of autism. Burry’s investment company, Scion Capital, had returns of 490% from 2000 to 2008, when the Standard and Poor’s 500 returned only 2% during that same period.

Burry saw the demise of the real estate sector as early as 2005 and made nearly a billion dollars when it imploded. When asked to explain his special insight and willingness to go against the grain, he credited his success to the example of Warren Buffett.

Burry believes that “to succeed in a spectacular fashion you have to be spectacularly unusual.” We miss out on spectacular success when we are unwilling to be spectacularly unusual.

How are you unusual?

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Budweiser offers free beer to those who get the COVID-19 vaccine

I once read that beer will make you smarter. After all, it made Budweiser. That’s a bar joke or a bad Dad joke, take your pick.

But, can beer make you healthier? That’s what Anheuser-Busch InBev is betting on. The parent company of Budweiser is offering a free beer to anyone who gets their COVID vaccine.

Monica Mody, Budweiser VP/Marketing, said in a statement to USA TODAY they were…

“helping pave the path for friends to safely reunite at bars and restaurants in person…As one of America’s biggest brands, we felt it was important to take a stand on this issue and encourage people to get a vaccine so we can all gather together again.”

A one-minute spot features Clydesdales, a yellow lab, and “Don’t Stop Me Now” by Queen launches this week.

Budweiser isn’t the only place for free suds. Samuel Adams will also give you a beer. As if Homer Simpson hasn’t gotten his mind-blown enough, let’s not forget the free Krispy Kreme donuts.

Not only can you save money on your bar tab, but you might also get paid by your employer to get vaccinated. Trader Joe’s, Dollar General, Olive Garden and McDonald’s are offering time off or extra pay.

Smarten up America. If you are not willing to do it for yourself or your friends . . . nut up for some free beer.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Sometimes a Pink Goldfish is jarring to listen to

“Off-putting to some.” “Uses profanity needlessly.”
“Very disappointing.” Christopher Lochhead is the founder of the “Follow Your Different” podcast and co-author of “Niche Down” and “Play Bigger.” The first line of his LinkedIn bio is “Over-rated. – podcast review” The background picture on his profile contains the three negative reviews this post started with.

It doesn’t stop there. Last month Lochhead explained on LinkedIn why he was going to “waste” his money promoting negative reviews of his podcast in Podcast Magazine®. This time he added two new gems. “Jarring to the listener” and “Annoying host.”

Here’s what P!NK GOLDFISH 2.0 (coming July 5th) co-author David Rendall and I think about this approach:

It’s funny
It’s different
It’s provocative
It’s a podcasting first

This is classic Exposing. Christopher isn’t trying to hide negative reviews. He’s not trying to spin them or apologize for them. He’s using them as a screening tool, to attract the right listeners and repel the wrong ones.

Sometimes a Pink Goldfish is jarring to listen to. Christopher sums it up, “If you have the courage to be different, to standout, having people who do not like your work is a sign you’re doing it right. It’s time for all creators to say, fuck the haters!”

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

9 Keys to Loyalty and Unlocking Word of Mouth

Here’s my List of “9 Keys to Loyalty and Unlocking Word of Mouth.” What would you add to the list?

1. Focus on the Customer
The customer is your most lucrative marketing asset. Take care of the ones in hand, as opposed to the thousands in the bush.

2. Exceed Expectations
Have a surplus mindset and leverage surprise. Give more than expected.

3. Referrals are Key
Customers and employees gained through referrals are the most lucrative given lifetime value and word of mouth.

4. Social Media is Only Part of the Answer
Customers and employees are empowered to get the word out… your job is to give them something to say.

5. Experience is an Investment
Giving something extra isn’t an expense. Giving something extra bolsters your brand.

6. Think Commitment, Not Campaign
Think “lifetime value of customers + employees.” It’s something you do on an ongoing basis.

7. Think Convenience
It’s not about you as a brand. Want to drive advocacy and engagement? Think about the convenience of customers + employees first.

8. Think Value, Not Price
Compete on the value you provide. Price is relative. Go beyond $ and give that little extra.

9. Differentiate through Added Value
Aim to become talk-able by design. Create ongoing signature added value.

What would you add?

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

The new Mercedes-EQS Class electric vehicle boasts a 480-mile range and a power nap mode!

The new Mercedes-EQS Class electric vehicle boasts a 480-mile range and a power nap mode. That’s an impressive range between charges. To put it into perspective, Raleigh to NYC or San Fran to San Diego are both 480-mile drives.

Mercedes-Benz USA has lopsided this important buying consideration. It’s 93 more miles of range compared to its closest rival from Tesla (Model S Performance all-wheel drive with 19″ wheels).

Driving range is one of the biggest hang-ups for those considering an electric vehicle. Range anxiety is a real thing. Cars.com shines a light on the painpoint, “Like running out of gasoline in a conventional car, driving an EV that’s suddenly out of charge is no one’s idea of fun.”

All this range might get you tired while driving.

That’s when the EQS busts out a little micro-weirdness. A special “Power Nap” program. Just press the button and …

– the seat reclines
– the windows and the roof sunshade closes
– the interior lighting and temperature adjusts
– the stereo plays relaxing sounds
– the dashboard displays images of a starry night sky

After your nap, the car begins a wake-up routine. No joke, it includes special energizing fragrances and a gentle massage before the seatback rises and the sunshade opens.

I’m sold. You?

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

The DISNEY PARADOX of customer experience

The DISNEY PARADOX of customer experience… Want the gold standard for guest experience? Enter the house that Walter Elias built.

Walter Elias Disney was obsessed with improving the overall experience. He would drive the cast members and Imagineers crazy with his suggestions for improvement.

Walt understood that little things matter and there was power in moments.

But wait, not every moment is special at Disney. Judge these parts of the experience on a scale of 1 to 10:

– an overpriced, mediocre lunch
– a 70-minute wait in line for a ride
– endlessly walking in the heat and humidity

Author Chip Heath calls it the Disney Paradox:

“If you were to measure your minute-by-minute happiness at a Disney theme park on a hot, crowded summer day, chances are you would have been happier for most of the day if you were sitting on your couch at home. But, in memory, the Disney visit might be a highlight of your year. Because at the park, you experienced some peak moments—the kind of moments that never come from sitting on your couch: The adrenaline rush from riding Space Mountain. Your child’s beaming face when Mickey comes up and gives him a hug.”

The TAKEAWAY – not all parts of the customer experience are created equal.

Moments matter. Little things that create delight are important. In the book “The Power of Moments” Chip and Dan Heath share research that companies focus 80% of their time on fixing problems as opposed to only 20% on creating peak moments. And the revenue opportunity of peak moments can be up to nine times greater.

Back to Disney…

Walt was always trying to figure out how to do a little bit more. So much so that he had his own word for these continuous improvements. He called it “plussing.” Here is a superb summary of plussing by John Torre: “Normally, the word “plus” is a conjunction, but not in Walt’s vocabulary. To Walt, “plus” was a verb—an action word—signifying the delivery of more than what his customers paid for or expected to receive. There are literally hundreds, if not thousands, of examples of Walt “plussing” his products. He constantly challenged his artists and Imagineers to see what was possible, and then take it a step further … and then a step beyond that.”

The little extra or more is the spirit of “lagniappe” that we define as a Purple Goldfish. A simple marketing concept that could move the needle toward achieving differentiation, driving retention, and stimulating word of mouth.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

How one night in the back of a police car changed my perspective of the police forever

I once spent an entire Friday night in the back of a police car. It would change my perspective of the police forever.

It was the Fall of 1992 and I was a “1L.” 1L is shorthand for a first-year law student. One of my classes that first semester was Criminal Law. Our professor made an announcement after one class.

“Anyone interested in riding along with the Philadelphia Police, sign up for a Friday night.”

I jumped at the chance. After learning theoretically about the law and our rights, here was an opportunity to witness policing firsthand.

The program was run by the Highway Patrol. In addition to enforcing traffic laws, the group is also utilized as an elite high-crime task force.

No one called these men and women Highway Patrollers. They were known as the “Boot Police.” They wore knee-high black cavalry boots and double-breasted leather coats. They are badass.

A fellow student and I spent six hours patrolling the streets of Philly with two African-American officers. We went on a variety of calls, but one stood out. “OFFICER NEEDS ASSISTANCE” came across the radio.

We rushed to the scene and I felt the pressure they face in high-risk situations. I experienced how difficult their job is.

There is truth to “walking a mile in someone else’s shoes…”

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

You need to FIT-OUT! Your flaws may hold the key to what makes you awesome

Do we need to find and fix our flaws in order to be successful in business? There are four elements to this belief:

1. We need to be normal, fit in, and not stand out.

2. We should fix weaknesses and improve flaws.

3. We could be great at everything if we are diligent enough.

4. We can stand out if we just have the discipline and perseverance to be better.

These beliefs lead companies to define their strengths and weaknesses using the same measurements as their competition.

Pink Goldfish strategy shatters these misconceptions by offering four competing beliefs:

1. Fitting in and becoming a copycat brand will never lead to success. Benchmarking and best practices are not the path to greatness.

2.Trying to fix a weakness is a waste of time and effort.
If you try to be great at everything, you end up being great at nothing.

3. If you try to please everyone, you end up pleasing no one and becoming average, mediocre, and invisible.

4. Discipline and perseverance are finite resources. We have to be efficient in how and when we use them.

It is good to be different, to stick out, and be unique. You should flaunt your weaknesses, instead of fixing them. You need to FIT-OUT. Your flaws may hold the key to what makes you awesome.

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

Could a hot dog be the marker for COVID recovery?

When do you know things are getting back to a sense of normalcy during COVID-19? What are the signs?

They say, whoever they are, that there is a certain marker that will harken the end of a recession. It’s called the underwear indicator. During a downturn, undie sales decrease. When they bounce back to a 2-3% increase, it indicates a recovery.

Could a hot dog be the marker for COVID recovery?

Costco Wholesale has announced that its food courts are on the way to be reopened. That means the iconic $1.50 hot dog, soda combo may be hitting your stomach soon. In 2019, Costco sold 151 million of them.

The retailer launched the combo back in 1985. 36 years later it is still the original price. According to Food & Wine, “Bureau of Labor Statistics’ CPI Inflation Calculator suggests the price should be around $3.65.”

The hot dog combo is a #PinkGoldfish of micro-weirding for Costco Wholesale. And they are fiercely protective of it. Co-founder Jim Sinegal said during a 2009 interview with The Seattle Times. “We’re known for that hot dog. That’s something you don’t mess with.”

Current CEO W. Craig Jelinek took over from Sinegal in 2012. When he talked about raising the price, Sinegal retorted, ‘If you raise the effing hot dog, I will kill you. Figure it out.”

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Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.

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With over 18 possible keynote speaking presentations, workshops, and GOLDFISH TANK programs available to meet your ever-evolving needs, I’ve created this 2-minute, 6-question quiz to help you understand which program is best for you and your audience.

Meet Your Presenter

Through keynote speaking presentations, hands-on workshops, and GOLDFISH TANK programs, I empower you to power loyalty and growth.

Hi, I’m Stan Phelps. I work with organizations that want to increase loyalty, drive sales, and promote positive word-of-mouth by creating differentiated experiences.

As an author, keynote speaker, and workshop facilitator, my in-person and virtual programs stand out in a sea of sameness because I model my own message of differentiated experience (DX).

I leverage my unique collection of more than 5,500 case studies on customer, employee, and brand experience to engage audiences with practical ideas that inspire action.

Every time we do business together, Something amazing happens in the world!

Through my partner B1G1, each program gives back to create global IMPACT

When we complete a GOLDFISH TANK, we give 1001 days of clean water to school children

When we complete a GLOBAL engagement, we give 365 days of clean water access in Peru, 120 days of learning aids in Malaysia, and 50 days of business training for women in Malawi

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Stan Phelp's Blog

The Goldfish Chronicles

Should we call July 5th and beyond the “NEXT” Normal, “NEW” Normal, or the “NO” Normal?

“To succeed in a spectacular fashion you have to be spectacularly unusual.” – Mike Burry

Budweiser offers free beer to those who get the COVID-19 vaccine

Sometimes a Pink Goldfish is jarring to listen to

9 Keys to Loyalty and Unlocking Word of Mouth

The new Mercedes-EQS Class electric vehicle boasts a 480-mile range and a power nap mode!

The DISNEY PARADOX of customer experience

You need to FIT-OUT! Your flaws may hold the key to what makes you awesome

Could a hot dog be the marker for COVID recovery?

Find Your Best-Match Program

Meet Your Presenter

Every time we do business together, Something amazing happens in the world!

When someone downloads a GOLDFISH eBook, we give one brick toward building school facilities in Cambodia