This question was posed by Lee Silverstein in a blog post. In his words, “You know it when you experience it, but sometimes it’s difficult to verbalize. I like to explain the difference as ‘great’ service is the type of service that you would tell others about.” He explains further, “You could walk into a […]
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“Marketing is about being so remarkable that people can’t help but talk about you. That if you absolutely delight someone—they will not only come back but they’ll bring friends. They become your salesforce.” This quote is from Drew McLellan. He shared it in the Foreword for Purple Goldfish. Drew continues: “Stan delivers this marketing truth over
“You take it on faith, you take it to the heartThe waiting is the hardest part.” That’s both a lyric from the late Tom Petty and a truism when it comes to customer experience. Curbing waiting is a little extra that can make a big difference. It’s the focus of a recent commercial by Carvana.
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Pink meets Purple. How HOKA leveraged opposing and guarantees to stand out in the marketplace and fly… Rewind back to 2009. The trend in footwear was minimalist. Reduced cushioning, thinner soles, and lighter weights were all the rage. Enter a new brand from Annecy, France. Former Salomon employees Nicolas Mermoud and Jean-Luc Diard created a
How HOKA leveraged opposing and guarantees to stand out in the marketplace and fly… Read More »
Have you ever heard this phrase MIND THE GAP? If you’ve ever taken a ride on the London Underground, you are sure to be recalling a booming version between your ears right now. It’s also a phrase that should be relevant when journey mapping your customer experience. Let’s take a trip across the pond before
“The law of the vital few and the trivial many.” That’s how the late Joseph Juran referred to Pareto’s principle. It is commonly referred to as the 80/20 rule. Juran was the first to apply Vilfredo Pareto’s research. He found: – 80% of the World’s GDP is controlled by 20% of the people– 80% of
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Ten years ago Brandon Cook was visiting his grandmother in the hospital. The prognosis was dire… Brandon’s grandmother had pancreatic cancer and was down to her last few days. One of the horrible side effects of pancreatic cancer is that you get to the point where you can no longer eat. Brandon was watching his
Moments matter. Little things that create delight in the customer experience can be revenue gold… Research shows that companies focus 80% of their time on fixing problems instead of only 20% on creating peak moments. Peak moments matter because they hold value according to authors Chip and Dan Heath. The revenue opportunity from raising peaks
Last week I wrote about Chewy and the special way they treated a customer at the end of Gus’ life. It was a great example of the Peak-End Rule. Nobel Prize Winner Daniel Kahneman coined the Peak-End Rule. It is based on his belief that we judge our past experiences almost entirely on how they
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Great customer service story from Chewy. And what I love the most is that it’s not a random act of kindness from the brand. My friend Joshua Crum shared a tweet from Anna Brose. She tweeted this on Tuesday night: “I contacted @Chewy last week to see if I could return an unopened bag of
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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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