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The Goldfish Chronicles

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

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A person holding a book titled "I Respectfully Disagree," while seated in an office with framed certificates on the wall.

BOOK REVIEW: “I REspectfully Disagree” by Justin Jones-Fosu

In an era characterized by polarization, Justin Jones-Fosu’s new book, “I Respectfully Disagree” emerges as a crucial guide for navigating the treacherous waters of social, ideological, and work conflicts.

The Berrett-Koehler published book (which launched on August 16th) is predicated on a startling reality. Approximately 25% of the global population is affected by serious conflicts, a testament to the profound divisions that cut across our social fabric. Justin argues compellingly that many have lost touch with the humanity of those who hold opposing views, often resorting to labels and generalizations that only serve to deepen divides.

The book’s central thesis is a call to dismantle the walls of division and instead, construct bridges of understanding. Jones-Fosu positions the book as a compass in these turbulent times, guiding readers towards a more inclusive approach where respect does not necessitate agreement. True inclusion, he suggests, is about maintaining respect for one another amidst disagreement.

One of the book’s most powerful messages is encapsulated in a quote from the late Anthony Bourdain:

“I don’t have to agree with you to like or respect you.”

– Anthony Bourdain

“I Respectfully Disagree” introduces the concept of “Golden Respect,” which Jones-Fosu describes as a blend of courage and conviction. The book shares the story of Holocaust survivor Viktor Frankl. Frankl emphasizes our ability to choose our responses in any situation—a powerful reminder of human agency.

The goal of respectful disagreement is not changing opinions but rather understanding different perspectives and planting seeds for future dialogue. To facilitate this, the book introduces five pillars to navigate difficult conversations:

1. Challenge Your Perspective – Encourages readers to adopt a new lens and embrace the humanity of those they disagree with.

2. Be the Student – Advocates for a learning stance, where feedback is sought to deepen understanding.

3. Cultivate Your Curiosity – Urges readers not to shut people out but to engage them with questions and an open mind.

4. Seek the Gray – Calls for recognition of nuance and the embracing of ambiguity, stepping away from black-and-white thinking.

5. Agree to Respect – Stresses the need for full acknowledgment of others’ viewpoints and working collaboratively towards mutual understanding.

“I Respectfully Disagree – How to Have Difficult Conversations in a Divided World” is more than a manual; it is a reflective journey that challenges each of us to reconsider how we interact with the world. It is about cultivating a mindset where every individual is valued, not despite, but through their differences.

I highly recommend it. This book is particularly valuable for anyone looking to foster a culture of dialogue and understanding, whether in personal relationships, professional environments, or broader social interactions.

 Get your copy today https://www.amazon.com/Respectfully-Disagree-Difficult-Conversations-Divided/dp/152300651X

Read on...
Split image: left side shows a person putting a phone in their jeans pocket, right side shows a glass and a bottle of wine. Text: "Free Bottle of Wine" with steps to receive it.

Would you lock your phone in a box during dinner for a free bottle of wine?

About 90% of customers at Al Condominio, a charming new Italian restaurant in Verona, are taking advantage of the unique offer.

In an article in The Guardian, owner Angelo Lella shared the reasoning behind the strategy…

“We wanted to open a restaurant that was different from the others… So we picked this format – customers can choose to renounce technology while enjoying a convivial moment together. Technology is becoming a problem – there is no need to look at your phone every five seconds, but for many people it is like a drug … This way they have an opportunity to put it aside and drink some good wine.”

Angelo Lella

This strategy is what David Rendall and I would call a “Pink Goldfish.” This approach champions defying norms and exploiting imperfections to create a unique business strategy. Al Condominio does this through two specific tactics: withholding and microweirding.

Withholding: A Mobile-Free Zone
Al Condominio’s strategy involves withholding—a tactic where businesses take something away that customers would expect to have. In this case, it’s the use of mobile phones during meals. Diners are encouraged to lock away their phones in special boxes in exchange for a free bottle of wine. This act of withholding not only reduces distractions but also enhances the dining experience, promoting richer, face-to-face interactions among diners.

Microweirding: The Lockbox and Key
The restaurant introduces an element of microweirding by adding a quirky twist to the phone-free experience. Diners lock their phones in a box and use the key to claim their bottle of wine. This small, distinctive touch not only stands out as an unusual practice but becomes a conversation starter among guests, creating a memorable experience that diners are likely to talk about long after their meal.

Parallel Strategy: The Masters at Augusta National Golf Club
A similar strategy is employed during The Masters Golf Tournament, where mobile phones are banned from the course during the four competitive rounds. This policy transforms the spectator experience. As noted by golf podcaster Rick Shiels, without phones, something magical happens: people actually start talking to one another. This environment fosters a sense of presence and community among the patrons, enhancing the overall experience of the event.

Note: No free wine at The Masters. But you can grab an Egg Salad Sandwich or the famous Pimento Cheese Sandwich for just $1.50 a piece. Here are the concession prices for the 2024 Masters courtesy of USA Today:

  • Egg Salad: $1.50
  • Pimento Cheese: $1.50
  • Masters Club: $3
  • Chicken salad on Honey wheat: $3
  • Ham/cheese on rye: $3
  • Classic Chicken: $3
  • Domestic Beer: $6 (Up $1 compared to last year)
  • Import Beer: $6
  • Crow’s Nest: $6
  • Peach Ice Cream Sandwich: $3

These prices are intentionally LOW. Former Augusta National chairman Clifford Roberts wrote in his 1976 book, “The Story of Augusta National Golf Club”:

“We believe that one of the reasons the Masters is popular with patrons of the game is because they can obtain good food and drink at reasonable prices.”

Conclusion
Both Al Condominio and The Masters demonstrate the power of Pink Goldfish strategies: embracing what’s unique, even if it means breaking away from the norm, can create unforgettable experiences and draw people closer together.

Read on...
Man speaking into a microphone, three accompanying images show a large "NJ" sign at an airport, a busy office, and a view from an airplane window.

Presentation Skills Workshop

Honored to present recently in New Jersey. I did a half-day workshop on Presentation Skills in Secaucas with Quest Diagnostics.

Trivia: Secaucas (which borders both The Meadowlands and Hoboken) means “place of snakes” in Algonquin.

Here is an overview of the workshop:

Becoming an effective communicator and creating engaging presentations is an essential business skill. According to famed playwright,

“The single biggest problem in communication is the illusion that it has taken place.”

-George Bernard Shaw

This workshop focuses on how to improve communication fundamentals, with an emphasis on presentation skills. It has four main components:

First, workshop participants will understand their role as communicators.

Second, they’ll learn how to organize content and clarify their message for retention.

Third, participants will learn about the importance of visuals. They learn how to leverage the picture superiority effect and put the power back into PowerPoint.

Lastly, attendees will learn core presentational skills such as pausing, gesturing, tone, and a technique called S.T.O.P.

Bonus: In the fourth hour of the workshop we also covered the CPR method for effective storytelling, the 10 keys to presenting in the virtual environment, and the S.I.L.V.E.R. presentation planning framework.

Here’s what I love about the workshop experience… it is packed with hands-on exercises. Participants leave with actionable strategies and techniques to improve their confidence when communicating.

I think it’s essential to invest in presentation skills for your team members. But don’t take my word for it. Warren Buffett believes you can improve your value by 50 percent just by learning communication skills–public speaking. He believes that mastering the art of public speaking is the single greatest career-boosting skill.

Read on...
Man standing in front of an ATM displaying a personalized welcome message with his name.

Leveraging AI in customer experience represents a huge opportunity

In the upcoming book, “Blue Goldfish 2.0,” Chuck Gallagher and I explore how AI can lead to more personalized, engaging, and efficient customer interactions.

Looking at more than 400 case studies, we’ve uncovered 8 ways to utilize the transformative power of AI and data analytics into the fabric of customer experience. One of those ways is Personalization.

Personalization is achieved by transforming vast datasets into meaningful, actionable insights that cater to individual customer preferences and behaviors. Our personalization chapter shares compelling examples of businesses harnessing AI to deliver tailored experiences.

One of the core principles highlighted is the shift from one-size-fits-all marketing strategies to dynamic, responsive interactions that reflect an intimate knowledge of the customer journey. This shift is made possible by AI’s ability to analyze and interpret complex patterns in data, enabling companies to predict customer needs, recommend relevant products, and engage in more meaningful conversations.

An example of this is Wells Fargo. Their approach to personalization is centered around their innovative use of ATMs. By implementing predictive analytics, Wells Fargo’s ATMs can adapt to the personal banking habits of their customers. The system analyzes past transactions to offer customized options on the ATM’s main screen.

For instance, if a customer frequently withdraws a specific amount of cash or regularly deposits checks, these options become readily accessible, speeding up the transaction process and making banking more convenient.

The genesis of this personalized ATM experience was Wells Fargo’s commitment to understanding and serving their customers more efficiently. This philosophy has led to a redesigned ATM interface that recognizes their preferences and behaviors.

One practical application of this technology is the ATM’s ability to display customized, easy-access buttons for a customer’s most common transactions immediately after card insertion and PIN verification. This reduces transaction time and personalizes the customer’s interaction with the ATM, making each experience feel more intuitive and tailored to their banking habits.

Our chapter on Personalization from “Blue Goldfish 2.0” examines the role of AI in crafting personalized customer experiences. The journey toward AI-driven personalization is not without its challenges. You have to find the balance between automation and human touch. While AI excels in processing and analyzing data at scale, the human element remains crucial in interpreting and applying these insights with empathy and creativity. But for those organizations willing to embrace this paradigm shift, the rewards promise to be transformative.

Read on...
Two robotic hands reaching towards each other, with a book titled "Blue Goldfish" on the right. Text reads "Top 7 Key Takeaways.

7 Top TAkeaways from Blue Goldfish 2.0

1. Leverage Technology for Personalization and Enhanced CX: Today’s businesses must use data and AI to understand and meet customer needs more effectively.

2. The Importance of Differentiation: Just like goldfish can grow based on their environment and genetic makeup, businesses must differentiate themselves to grow in their market. This differentiation can be achieved through leveraging AI and data to create a unique customer experience.

3. The Amazon Effect and Customer Expectations: Customer expectations have been transformed by companies like Amazon, highlighting the need for businesses to exceed these expectations by being more responsive, personalized, and anticipatory of customer needs.

4. Relationship as a Foundation: Building and maintaining strong relationships with customers through understanding their needs and preferences is fundamental to business success in the digital age.

5. Acts of Kindness and Lagniappe: Going the extra mile for customers by providing something extra or unexpected (lagniappe) can create goodwill, enhance customer loyalty, and stimulate positive word-of-mouth.

6. Integration of Online and Offline Experiences: The book provides examples of how merging online data with offline interactions can create a seamless and highly personalized customer journey, enhancing satisfaction and loyalty.

7. The Role of AI in Business Growth: AI and data analytics are crucial tools for businesses to understand their customers better and act with greater agility, thus enabling personalized experiences at scale and fostering business growth.

These takeaways highlight the book’s focus on deepening customer relationships, differentiating from competitors, and adapting to the heightened expectations of today’s consumers.

Read on...
A group of people stand on a large pie with a sign reading "Making the Pie Bigger." The quote reads, “Success is not about competition, it’s about building a bigger pie.”.

The Spirit of Cavett

Love this quote from National Speakers Association Founder Cavett Robert,

“Success is not about competition, it’s about building a bigger pie.”

A bit of background. Born in 1907, Cavett Robert gave his first professional speech in his late 50’s. In 1966, he got the desire to help other people become better speakers. He believed that there was always enough room in the profession for more. This would be an uphill battle since only 3% of organizations used outside professional speakers.

But Cavett’s life motto was:

“Don’t worry about how we divide up the pie, there is enough for everybody. Let’s just build a bigger pie!”

In the words of Jim Mathis, “Most professions are so filled with competition, that this thinking isn’t rewarded, but to the speaking profession, this would help ignite an industry boom.”

Cavett passed away in 1997, leaving a lasting legacy in everyone who has heard a professional speaker or trainer from the National Speakers Association. Cavett’s legacy lives on. Each NSA member embodies the attitude of helping each other. We call it “The Spirit of Cavett.”

Happy Pie Day (3.14 or March 14th)

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Picking the Subtitle for Blue goldfish 2.0

FAVOR – Help us pick our subtitle from these 3 options:

A. SHAPING THE FUTURE OF MARKETING AND CX WITH DATA & AI

B. LEVERAGING AI FOR CUSTOMER LOYALTY AND MARKETING INNOVATION

C. HARNESSING THE POWER OF AI AND THE NEW FRONTIER IN CX

A bit of background. I’m partnering up with Chuck Gallagher on “Blue Goldfish 2.0.” We have updated the original “Blue Goldfish – Leveraging Technology, Data and Analytics to Drive Profits & Prophets” co-authored with Evan Carroll in 2016.

Based on a review of more than 400 case studies, the 2.0 edition shares the 8 ways technology can be used to enhance the customer experience.

Do you prefer A, B or C?

Read on...
Three men are smiling and posing for a photo at a lively nighttime event with colorful lights and a musician performing in the background.

The call that changed my life….

I remember 30 years ago today when I was a second-year grad student at Villanova University. I was preparing to go home to stay with my parents for Spring Break.

Then I got a call from my manager the previous summer at my internship at IMG. Bo Johnson was now at adidas. He invited me to come out to Indian Wells, California for a week to work the 5th biggest tennis tournament in the world.

The next day I received a plane ticket via FedEx. That very night I flew to LA and rented a car. I was bleary-eyed when I pulled into the Hyatt Grand Champions Resort at 3 a.m. It can feel stark if you’ve never been to the desert at night. Pulling into the Hyatt was like entering a beautiful green oasis.

That week I worked retail, did grassroots tennis clinics, helped out with hospitality, and interacted with players. I loved every single minute. I was hooked.

Fast forward two years from that day and I was now working for adidas in Portland. I had my dream job managing US Tennis Promotions.

The first endorsement agreement I ever negotiated in my role was done in Indian Wells with the legendary Rod Laver.

I’d come back to the desert another handful of times over the next 8 years.

12 years ago I brought Jenn and my boys to the desert. We came out to be part of the 10th Desert Smash at La Quinta Resort & Club. It’s a celebrity charity event founded my by former adidas colleague and good friend Ryan Macaulay.

Earlier this week was the 20th edition of Desert Smash. Having a commitment this week in Albuquerque, I knew I needed to rally. My best friend David Ackerman joined me for the trip.

It was 3 brilliant days of golf, tennis, and experiences. Highlights were seeing Joshua Tree National Park, watching amazing players like Novak Djokovic and not-so-great players like Charlize Theron, meeting actor Christopher McDonald (“Shooter McGavin”), and taking on the island green Alcatraz at PGA West’s Stadium Course.

Huge congrats to Ryan for creating an amazing event that has raised over $3 million for charity.

Indian Wells will always remain a special place in my heart. It changed my life.

Do you have a place like it?

Read on...
A brain-shaped candle and a heart-shaped candle on a wooden plank, placed on a measuring tape. Text reads: "Longest & hardest 9 inches is the distance between the brain and the heart.

What is Lagniappe?

In 2003, I found myself among a group called “ON THE EDGE,” where we delved into life’s intricacies and sought to push boundaries.

It was during one of these meetings that fellow member Gene Seidman introduced us to the concept of lagniappe—a Creole term signifying that little extra something given by a merchant at the time of purchase. It immediately resonated deeply and stuck with me.

Fast forward 5 years and I’m working within the leadership team of an experiential marketing agency. We created monumental product launches and PR stunts that left a lasting impression. While many of our projects garnered acclaim like the World’s Largest Logo for KFC, I felt a sense of emptiness. The relentless pursuit of spectacle for earned media lacked substance.

Determined to find a more meaningful approach to marketing, I launched a blog titled 9 INCH MARKETING in 2009. Nothing personal [… unfortunately], the name stemmed from an intriguing fact: the average distance between the stem of the brain and the top of the heart is exactly 9 inches.

This notion became symbolic for me—a reminder that the goal of business should be to win the hearts of your customers. It was during a fateful evening in September of that year, amidst the vibrant chaos of NYC, that my perspective underwent a profound transformation.

I was at a rooftop bar with my agency colleague Brad when we struck up a conversation with an older gentleman. Our discussion veered towards the concept of timeliness, sparked by my assertion about the importance of punctuality. In response, the gentleman delivered a paradigm-shattering revelation:

“There is no such thing as being on ‘time.’ You are either early or you are late.”

This epiphany reframed my understanding not only of punctuality but also of customer expectations in business. The notion of merely meeting expectations suddenly seemed inadequate. In business, I realized, that one must either fall short of expectations or surpass them. There is no middle ground.

Reflecting on this revelation, I came to see the fallacy of striving to meet expectations. It was a realization akin to dispelling the myths of childhood—Santa Claus, the Tooth Fairy, and the illusory concept of “meeting expectations.” In truth, exceeding expectations is the true measure of business success.

Armed with this newfound perspective, I embarked on a journey to revolutionize marketing. No longer content with surface-level spectacle, I started the Purple Goldfish Project. The Project was a quest to find 1,001 examples of companies that went beyond the expected to deliver a truly exceptional experience.

The Project led to my first book in 2012 and eventually to the creation of the Goldfish Series of books, where I shared insights on both customer and employee experience.

So I ask you: What is your lagniappe? How are you going above and beyond the transaction to win the hearts of your employees and customers? How are you navigating the longest and hardest 9 inches?

Read on...
Badge with "National Speakers Association Certified Speaking Professional" and "NSA CSP" in bold text on a circular black background.

What are the Benefits of Hiring a CSP?

In addition to being an attorney, Stan is a Virtual Master Presenter (VMP) and Certified Speaking Professional (CSP).

The CSP® is the highest-earned credential from the National Speakers Association (NSA) and brings numerous benefits and advantages for clients.

Here are five benefits of hiring a CSP:

  1. Expertise and Professionalism: CSPs have demonstrated a high level of expertise and professionalism in the speaking industry. To earn the CSP designation, speakers must meet strict criteria, including a minimum number of paid speaking engagements, extensive experience, and ongoing education. Clients can have confidence in the CSP’s knowledge, skills, and ability to deliver a top-notch presentation.
  2. Unparalleled Speaking Skills: CSPs are exceptional speakers who have honed their craft through years of experience. They possess outstanding stage presence, delivery techniques, and the ability to captivate and engage audiences effectively. With their polished speaking skills, CSPs can deliver impactful messages that resonate with attendees and drive desired outcomes.
  3. Customized and Tailored Content: CSPs understand the importance of tailoring their presentations to meet the specific needs and objectives of each client. They invest time in researching and understanding the client’s industry, audience, and challenges to create customized content that addresses the client’s unique requirements. This ensures that the presentation is relevant, meaningful, and valuable to the audience.
  4. Professional Code of Ethics: CSPs adhere to a strict code of ethics set by the NSA. This code ensures that CSPs maintain the highest standards of professionalism, integrity, and ethical conduct in their speaking engagements. Clients can trust that their CSP will conduct business with honesty, transparency, and respect for all stakeholders involved.
  5. Cutting-Edge Knowledge and Insights: CSPs are committed to continuous learning and staying up-to-date with the latest industry trends, best practices, and insights. They invest time and resources in professional development to expand their knowledge base and bring fresh ideas and perspectives to their presentations.

If you’d like to begin a discussion about how I can help you with a virtual Keynote, Workshop, or Goldfish Tank program,  you can grab time on my schedule here, reach me by email at [email protected] or by text/phone at 1 919 360 4702.

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A simple illustration of a purple fish facing right on a plain background.

I've had the pleasure of working with teams at:

Hallmark logo featuring cursive text with a crown above the letter "k.
Discover logo with the word "DISCOVER" in black and an orange circle representing the letter "O" on a gray background.
Hyundai logo featuring a stylized "H" in an oval above the word "HYUNDAI" in bold, uppercase letters.
IKEA logo in bold black letters on a white oval background, set against a dark rectangle.
Square logo with a grey square icon and the word "Square" in grey text.
ExxonMobil logo in gray text on a dark background.
IHOP logo with the letters "IHOP" in uppercase, and a curved line below resembling a smile.
The image shows the Red Hat logo featuring a stylized red fedora hat alongside the text "Red Hat.
Logo of American Family Insurance, featuring stylized text under a roofline design.
Logo of Boston Scientific with the tagline "Advancing science for life™" below it.
Cardinal Health logo featuring stylized bird wings above the company name in dark gray.
Citrix logo with black text on a transparent background.
A gray logo with the word "kenvue" next to a stylized "K" shape.
Stylized Liberty Tax Service logo featuring the Statue of Liberty's crown alongside the company name.
MetLife logo with a stylized "M" icon on the left and the text "MetLife" on the right, all in grayscale.
SAS logo featuring the letters "sas" in lowercase with a stylized "S" design to the left.
Logo of UnitedHealthcare with icon resembling a shield on the left and the company name written in a serif font on the right.
Logo of United Way featuring stylized hand, person, and rainbow circle.
Xerox logo with grey text and a stylized sphere featuring white intersecting lines.
Sherwin-Williams logo featuring an inverted paint can pouring paint over a globe, with the company name in capital letters to the right.
Logo reading "Window World" in black script on a gray background.
American Century Investments logo featuring a stylized tree and text.
Microsoft logo with four colored squares forming a larger square on the left and the word "Microsoft" in gray text on the right.
Nintendo logo with black text inside a rounded rectangle.
The image shows the Volvo logo, a circle with an arrow pointing diagonally upwards to the right and the word "Volvo" written across the center.
Canon logo in black font on a transparent background.
CAT logo featuring bold black letters with a white and gray triangular shape underneath.
Black and white Dairy Queen logo with the letters "DQ" inside a tilted oval shape.
Fidelity Investments logo featuring a stylized sunburst design above the company name.
IBM logo in bold, gray letters with horizontal lines cutting through each letter.
Intel logo in black and white with the company name in lowercase letters encircled by an oval.
Logo of the National Association of Realtors, featuring a stylized "R" symbol and the organization's full name in bold letters.
TEDx logo in bold, uppercase black letters on a white background.
Logo of Choice Hotels featuring a stylized letter "C" composed of geometric shapes above the text "Choice Hotels.
Logo with the letters "E" and "O," and a circular shape resembling a clock or gauge with a needle pointing right. Three small stars are above the image.
Genworth Financial logo featuring a circular pattern of triangles with the company name underneath.
Black and white Johnson & Johnson logo with stylized cursive lettering.
Target logo with a red bullseye above the word "TARGET" in capital letters.
UPS logo in grayscale, featuring the letters "ups" inside a shield design.
Black ESPN logo on a transparent background.
Black and white GSK logo with bold, stylized letters on a transparent background.
MLS logo in black and white, featuring a diagonal stripe across a shield with three stars and the letters "MLS" at the top left.
Three purple fish silhouettes swimming to the right on a dark background.

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.

Take the Quiz

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.

More About Stan
A person wearing glasses and a gray quarter-zip sweater stands outdoors in front of a building with a triangular glass roof at dusk.

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

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

Two students in blue uniforms smile while washing their hands at an outdoor tap.

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

Collage of three images: a person washing hands, a child drawing with colored pencils, and a group of people sitting outdoors with some raising their hands.

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

Hand placing a brick on a surface with text: "One Book = One Brick" and an Amazon logo.

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

Participants left the session feeling ready to put into practice the tools provided

"Stan’s presentation of the Effective Communication and Presentation Skills workshop was extremely engaging. Participants left the session feeling ready to put into practice the tools provided for internal and customer engagements."

Senior Manager, Sales & Marketing Enablement, The J.M. Smucker Co

Every presentation is inspiring and new

"I have known Stan for a number of years and have heard him speak numerous times. Every presentation is inspiring and new. His emphasis changes with the color of the goldfish topic. That’s why I have asked him to return and speak multiple times to executive organizations that I chair. Not only will you not be disappointed by Stan, you will be delighted that you asked him to speak to your organization."

Chairman, FENG

Your concepts around customer centricity and service resonated deeply with our audience of CX professionals

"Your keynote address at CX Transformation Conclave Mumbai was truly impactful. Your concepts around customer centricity and service resonated deeply with our audience of CX professionals. Your practical, yet laidback approach to differentiation through signature added value, backed by real-world examples, provided actionable insights for our attendees."

Senior Conference Producer, Teams Marksmen

Stan’s engaging presentation style, coupled with practical, real-world examples, left attendees inspired and ready to implement fresh ideas

"Stan Phelps delivered another incredible workshop for the Connecticut chapter of the American Marketing Association, following the enthusiastic response to his Pink Goldfish session the year prior. His Purple Goldfish framework once again captivated our members, providing invaluable insights on how small, thoughtful gestures can create remarkable customer experiences that drive loyalty, referrals, and repeat business. Stan’s engaging presentation style, coupled with practical, real-world examples, left attendees inspired and ready to implement fresh ideas to differentiate their brands. 10/10 stars!"

Past President, AMA Connecticut

We received a lot of positive feedback and kudos on the program

"The Pink Goldfish luncheon/workshop was very engaging and interactive. We received a lot of positive feedback and kudos on the program from our AMA members."

VP of Programming, AMA Hampton Roads

Stan did an excellent job in our Engineering Strategy meeting

"Stan did an excellent job in our Engineering Strategy meeting for speaking on the topic of “Effective Communication and Presentation Skills Workshop.” We learnt about STOP acronym which is a good speaking technique Single thought to one person. As simple thing as learning to look at different people in the audience while you change from one topic to another is an excellent way to pace the presentation and have a connection with the audience. Stan has amazing speaking skills and listening to him is itself a learning experience. We will continue to use Stan in other areas of training and looking forward to the next events."

Head of North America HUB Engineering & PMO- Transformers & Components, Hitachi Energy

Our team found his insights incredibly valuable, and his interactive style kept everyone attentive and involved throughout the session.

"When we decided to host our first annual PMO North America Conference, we chose to work with Stan, and it turned out to be an excellent decision. Stan's program is exceptionally structured, meticulously covering all aspects necessary to enhance our project management team's skills and efficiency. His approach was comprehensive, addressing both the theoretical and practical elements, which was exactly what we needed. During the conference, Stan delivered his presentation with remarkable clarity and enthusiasm. His ability to engage the audience and convey complex concepts in an understandable manner was truly impressive. Our team found his insights incredibly valuable, and his interactive style kept everyone attentive and involved throughout the session. Overall, Stan's contribution to our conference was invaluable. He not only met but exceeded our expectations, leaving a lasting impact on our team. We highly recommend Stan for any organization looking to elevate their team engagement and capabilities."

Director, Project / Program Management Office, Hitachi Energy

He’s truly one of the most engaging and knowledgeable speakers I know

"Having worked with Stan, I’ve seen firsthand how he uncovers the power of customer experience as a key differentiator in today’s market. He’s truly one of the most engaging and knowledgeable speakers I know."

Training & Event Manager, Association of National Advertisers

The understanding and tactics we used coming out of this session has allowed us to significantly cut attrition

"It was a pleasure having Stan help us during our strategy session as we tackle the issue of a rapidly growing workforce with multiple generations. The understanding and tactics we used coming out of this session has allowed us to significantly cut attrition and achieve our targeted number of employees. We have a long way to go in our journey to be “Employer of Choice”, but we are now off and running. Thanks again, Stan!"

Factory Manager, Hitachi Energy

The feedback from our participants was overwhelmingly positive and the practical tips he shared with us have become part of our standard practices

"Stan joined our team of marketers for a development opportunity on effective communication and presentation skills. He was engaging, insightful, and clearly an expert on the topics we explored together. The feedback from our participants was overwhelmingly positive and the practical tips he shared with us have become part of our standard practices. We hope to work with Stan again in the future!"

Marketing Director, Quest Diagnostics

I am always confident Stan will deliver a memorable experience

"Stan Phelps is a dynamic presenter that engages his audience with proven information that generates excitement to elevate their daily performance. I am always confident Stan will deliver a memorable experience for those in attendance at our events."

Director of Franchise Advancement, Window World

His energy and passion is contagious

"Stan is an amazing speaker and workshop presenter. During his Effective Communication and Presentation Skills Workshop at Green Level High School, he had an auditorium full of teens engaged in every part of his presentation. He has spoken numerous times at my school and has never duplicated any presentation. His energy and passion is contagious and the students love it when he comes to speak. Highly recommend!"

Career Development Coordinator, Green Level High School
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Stan Phelps, CSP® is a keynote speaker and workshop leader who helps brands stand out, engage teams, and drive lasting impact through innovation.

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Logo of the National Speakers Association, featuring the text "NSA CSP Certified Speaking Professional" in a circular design.
A badge with the eSpeakers logo reads "Virtual Master Presenter" on a purple and blue shield.
A globe with a microphone wrapped around it, next to the text "Global Speaking Fellow.

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