Stan Phelp's Blog

The Goldfish Chronicles

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

“It handles like a 1967 school bus with an alignment issue.” This quote is from Isaac Rogers describing his Jeep Wrangler. Isaac explains how the objectively worst car he’s ever owned became his favorite vehicle. And how it taught him a valuable lesson about authentic brand experiences. Here’s the link.

“If you were to measure a Jeep on generic ‘industry benchmarks’- reliability, comfort, fuel economy… these are truly terrible cars.”

Yet, Rogers still loves the brand.

“I think I will own a Wrangler for the rest of my life. Why? Because it’s stayed true to its authentic values. It doesn’t try to be the best handling or the fastest or the most comfortable. Jeep realizes why people buy their cars, and it doubles down on those things and avoids chasing ‘sameness.’”

Jeep is a great example of the #PinkGoldfish of Lopsiding. Don’t try to fix an imperfection. Triple down on it. The Wrangler is one of the few remaining four-wheel-drives with solid front + rear axles. These axles are known for their durability, strength, and articulation. Not for a smooth ride.

80 years ago, Willys-Overland demonstrated its off-road capability by driving it up the steps of the US Capitol. When asked by a columnist what it was called, the driver answered, “It’s a jeep.”

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Stan Phelps

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.

“The future belongs to those who find new ways to create a remarkable, harmonized customer experience at every touchpoint.” This quote is from retail influencer and Forbes Contributor Steve Dennis.

Steve launched an update to his book “Remarkable Retail – How to Win and Keep Customers in the Age of Disruption” last week.

The timing of the book is key. In Steve’s words, “The shift has hit the fan.” The pandemic has rapidly accelerated change in retail. He continues:

“It’s no longer enough merely to offer convenience, decent prices, or an OK shopping experience. Even very good is no longer good enough. To win and keep customers today, retailers must be nothing short of remarkable.”

The book provides eight essential strategies to bounce back and thrive. To be remarkable, you must be digitally enabled, human-centered, harmonized, mobile, personal, connected, memorable, and radical.

I love the last two. They speak to differentiation and word of mouth.

Jay Baer underlines this in the Foreword to the upcoming Pink Goldfish 2.0, “To turn your current customers into volunteer marketers on your behalf, you need more than competency: you need something different, and distinct, and memorable. If you want more stories told about you, you need to be worthy of a story.”

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Stan Phelps

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.

Research shows that if you keep cows cooler… they eat more and produce more milk. Carey Smith learned this while employed at a company that sold large fans for barns. He foresaw industrial applications and founded a small manufacturing company in Lexington, Kentucky in 1999.

It was called HVLS Fan Company. Their first commercial fan spanned 20 feet. HVLS was an acronym for High Velocity Low Speed.

Descriptive yes, boring absolutely.

But once it embraced its uniqueness, the company began its transformation into an international industry leader.

Smith shared with Inc, “When we answered the phone ‘HLVS Fan Co.,’ the people on the other end of the line would pause for a few seconds because those letters meant nothing to them. Then they’d ask, ‘Are you the guys who make those big-ass fans?'”

It began with some micro-weirdness with a donkey in their marketing. But soon after they leaned in and lopsided the name of the company:

BIG ASS FANS

Not everyone appreciated it.

A postmaster refused to deliver postcards. A councilman wanted a billboard removed. The Lexington Airport rejected their request to advertise.

The company stuck with the weird name.

Carey Smith sold the company for $500 million in 2017. Ain’t that some big ass bucks!

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Stan Phelps

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.

“Of supreme importance in war is to attack the enemy’s strategy.” – Sun Tzu

Attacking is the 6th A in Pink Goldfish strategy. It involves identifying the weaknesses in your enemy’s obvious strengths. Fighting them with the strengths that are hiding in your apparent weaknesses.

CASE IN POINT: Online dating

Shouldn’t you be trying to help people find “the one” forever with a dating app? Or you can attack the competition like Tinder. Tinder uses simple profile photos to help people hook up with someone tonight. They don’t help people find “the one” forever. Finding Mr. or Mrs. Right takes time and energy. Tinder helps people find Mr. or Mrs. Right now.

Bumble is similar to Tinder, but attacks them by using the Pink Goldfish strategy of withholding. Men can’t initiate matches. Former Tinder VP of Marketing Whitney Wolfe Herd created Bumble in 2014 by opposing previous dating norms.

She breaks it down:

“There’s only one significant thing that separates Bumble from Tinder. On Bumble, girls hold all the power.”

The app puts women in charge. Only they can initiate a conversation with a match, and if it doesn’t happen within 24 hours, the match expires. Is it working?

Yes. The Bumble IPO made the Wolfe Herd the youngest self-made billionaire at age 31.

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Stan Phelps

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.

Did Michael Strahan get rid of the iconic gap in his two front teeth? Three weeks ago, Strahan posted an Instagram video of a dental procedure.

It turned out to be an April Fools prank. Strahan shared a video via Twitter, “Come on, man! The gap is here to stay… It’s not going away any time soon.”

Strahan’s joke is similar to a ruse pulled by basketball star Anthony Davis in 2018. Davis shared a video in which he apparently shaved his iconic unibrow.

Strahan didn’t always appreciate his personal imperfection. He told ELLE Magazine,

“I was really close to closing it up. I was at the dentist having him do mock-ups. I thought about it, man.”

The interviewer responded, “That would be like Cindy Crawford removing her mole!”

Strahan elaborated, ” I was in my twenties. I was playing with the Giants. There’s so much pressure to be perfect. You can fix everything now. For me, I made the conscious effort to say ‘This is who I am.’ I’m not perfect. I don’t want to try to be perfect.”

Strahan has now immortalized his micro-weirdness. Part of being inducted into the Football Hall of Fame involves receiving a bronze bust. While most Hall of Fame statues depicts non-smiling players, Strahan insisted his famous gap be included.

“I want to be the smiling giant.”

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Stan Phelps

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.

Will.i.am has teamed up with Honeywell to launch a new facemask that will retail for $299. It’s called Xupermask (pronounced Supermask). To be clear, that’s not $3 bucks. Try three Benjamins.

This Pink Goldfish of a mask is now available for sale. What makes it super? Well, they’ve lopsided everything you need and many things you don’t.

For example, the mask has dual 3-speed fans for ventilation and replaceable HEPA filters. Filters need to be swapped out every 30-days. As for the bells and whistles, the mask boasts LED lights and noise-canceling Bluetooth earbuds. The buds magnetically dock on the mask when not in use.

Beyond the gadgetry, it has a striking design. Will.i.am turned to Jose Fernandez to amp up the cool factor. The man who has designed for Batman, SpaceX, and Daft Punk delivered.

FYI, according to CNET, the fans, LED lights, and earbuds require power. “You’ll need to charge the mask, but the battery lasts up to 7 hours at a time. Plus you can charge it while you wear it.”

Question – Put the money/buying aside, would you wear a Xupermask?

I’m a hard NO. I can’t help but thinking that people will have a similar reaction to those early adopters of Google Glass. They were derogatorily called “glassholes.”

You?

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Stan Phelps

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.

Justine Bateman released a new “Face” book last week. It exposes and challenges the beauty standards of today.

Bateman shared her goal for the book to Yahoo, “I hope that for all women, they could just look into what’s making them think they need to change this one square foot of skin.”

Justine is now 55. She burst into the mainstream at age 16 in “Family Ties.” She recalls in the intro of the book how she admired the European actresses as a teen:

“I really wanted to look like the older European actresses I saw in the 1960s and ’70s. Chiseled cheeks…dark circles…loose skin on the jawline…crow’s feet. To me, these facial markings were the hallmarks of complex and exotic women with confidence and attitude and style.”

At age 40, Bateman googled her name and read the comments. Somehow not having work done had become a negative. It affected her.

“FACE” shares 47 short stories about older faces. Challenging the idea that those faces need to be fixed.

“Once you read those reasons, most of them outdated… and based in fear, it will become difficult to continue to hold that erroneous idea any longer.
Because there’s nothing wrong with your face.”

Bateman prompts us, “What would happen if we just continued to become more and more and more ourselves?

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Stan Phelps

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.

Should you use images when you present? I use copious amounts when I deliver keynotes and workshops. Fellow speaker Todd Dewett, PhD uses zero. Is there a correct way? As with most things in life… it depends.

I’ll make the case for using images. The biggest reason is memorability. When you present, the goal should be that your message comes across “loud” and “clear” for your audience. Is the message shared in a way that’s remember-able? It turns out that our ability to recall a message is enhanced by up to 650% when we use visuals. Why such a big bump? It’s because of a phenomenon called the Picture Superiority Effect.

The picture superiority effect refers to the fact that pictures and images are more likely to be remembered than just words alone. It is based on the notion that “human memory is extremely sensitive to the symbolic modality of presentation of event information.” It’s called dual-coding. Using both creates verbal and image codes, whereas word stimuli only generate a verbal code.

Hear something… 3 days later recall is 10%
Hear something and add image… 3 days later recall is upwards of 65% (Here’s the video)

So, should you use images when present? IMHO, only if you want them to remember your message or call to action.

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Stan Phelps

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.

What can Steve Jobs teach us about presentation skills? The answer is plenty. In fact, Carmine Gallo wrote an entire book that breaks down lessons from the man.

There is plenty to learn. One is a simple fact that Steve was not born a great presenter. He worked on his presentation skills and improved over time.

But, there is literally one practice that Steve used that warms my heart. It is in the spirit of lagniappe . . . a little something extra that’s thrown in for good measure.

At the end of each one of his Apple Keynote presentations, Jobs would feign that he was finished and then with a glint in his eye announce, “One more thing . . .” The words would show up on a slide and the crowd would erupt.

Ewan Spence recalls one instance in Forbes,

“In September 2006, Jobs introduced the ability to purchase and download movies through iTunes. And then followed that with one more thing in the form of iTV (soon to be renamed Apple TV). And then Jobs followed that one more thing with one more one more thing, and John Mayer made his customary easter egg appearance not as cover art, or a ringtone, but live on-stage singing “Waiting For The World To Change.”

How are you adding one more thing… at the end of your presentation?

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Stan Phelps

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.

Uber is asking some customers to delete their app. Thanks to Marcey Rader for sharing an email she received from them entitled “STOP ASIAN HATE.”

The company shared a variety of steps they are taking in response to the heartbreaking violence against Asian Americans and Pacific Islanders (AAPI).

Uber believes “Asian people have the right to move without fear.” There is no question about their commitment. The email finishes with “Racism has no place on our platform. If you tolerate racism, delete Uber. #StopAsianHate

I applaud the company for taking an aggressive stance. It was sad to see the video of the 65-year-old woman getting kicked in the stomach and then stomped on in Manhattan. It was even more disturbing to see a bystander closing their door after witnessing the event.

The company responded to a recent incident at LAX:

“Uber does not tolerate racism or hate in any form, against any community. When one community is being attacked, we are all being attacked.”

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Stan Phelps

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.

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Find Your Best-Match Program

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.

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

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

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

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