In a sea of sameness, what makes your brand truly remarkable? The Purple Goldfish represents the little extras you provide to exceed customer expectations and create memorable experiences. It’s about going beyond what’s required to surprise and delight your customers. These “signature extras” could be as simple as a handwritten thank-you note or as grand […]
What’s Your Purple Goldfish? Read More »
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
What is Lagniappe? Read More »
Do you know the story of a boy from upstate New York named David McConnell? In 1874, at the age of 16, David started to sell books door-to-door. When his fare was not well received,McConnell resorted to offering a “little extra.” David would promise a free gift in exchange for being allowed to make a
The First Avon Lady was Actually a Gentleman Named David Read More »
Want to Build A Bulletproof Brand? In this podcast, I chat with Ben Albert about the “Art of Differentiation and Superior Customer Service” Here is our conversation on Episode #50 on the Learn – Speak – Teach podcast: [00:00] Episode intro and a quick bio of our guest; Stan Phelps[06:34] Stan’s rainbow of 11 colored goldfish.[13:04] An example of a
The Art of Differentiation and Superior Customer Service Read More »
OK … every five years or so I go down the rabbit hole of buying a car. I learn something new each time. Fresh off of buying my pre-owned Tesla, this post shares 10 tips for buying a car in 2023. 1. Where is the value? If you want value, buy a pre-owned car with low
Capital One Auto Navigator and 9 other tips for buying a car Read More »
Delta Air Lines is offering a “little something extra” for passengers. I recently flew from Atlanta to Chicago. An announcement caught my attention… Delta announced they were offering free WIFI on the flight. As long you were a SkyMiles member (you could sign up for free), WIFI was free. I’ve logged over 1.25 million miles with
Delta Air Lines and Free WIFI Read More »
It’s DISCOVERY. Failing to give your audience time to process new ideas/concepts and allow them the space to discover how to implement what they’ve learned. Big thanks to Victoria Tracy Ringwood and Nikki Jones for providing me the opportunity to present to KONICA MINOLTA, INC. in Mahwah, New Jersey. I shared lessons about customer centricity from both Purple Goldfish 2.0 and
This is the ONE thing that causes most presentations to fail… Read More »
Each November we celebrate World Kindness Day. In the book Purple Goldfish 2.0, I explored how there are three different types of acts of kindness in business: 1. Random Acts of Kindness – the 1.0 kind. Good deeds or unexpected acts. They are usually one-off, feel-good activations. A random act of kindness is giving with
World Kindness Day Every Day Read More »
Honored to be a guest of Bernie Borges of iQor on Episode 60 of the “Digitally Irresistible” podcast. Watch the episode here: Bernie and I talked about the I.D.E.A. framework for creating a differentiated experience (DX). I co-created this framework with “Purple Goldfish 2.0” coauthor Evan Carroll. Credit to Nicole Gobbo for this write-up of the process from the episode: The I.D.E.A.
The Differentiated Experience (DX) You Deliver Is the Most Referable Customer Experience Read More »
It’s no secret that Disney understands waiting. Karl Sakas shared an insight with me about the wait times at Disney Parks. As you enter a ride’s line, the current wait time is posted. As you wait, you pass signs that indicate the wait from your current position in line. Here’s the thing, though—they’re lies. Disney understands that
Disney Lies About Waiting… and you should too! Read More »
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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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