Customer Experience and Employee Engagement Expert
Keynote speaker and workshop facilitator
Stan Phelps challenges leaders to think differently about their most important stakeholders: customers and employees.
A masterful storyteller, he has collected over 5,100 case studies on customer experience, employee engagement, technology, differentiation, leadership, and purpose. His keynotes and workshops keep audiences engaged and deliver actionable ideas that drive loyalty and sales.
He is the author of the Purple Goldfish Book Series:
PARTIAL client List:
Meet Stan Phelps,
Your PartneR In
Transforming
Your Team
A TEDx Speaker, Forbes Contributor and Certified Speaking Professional (CSP), he has spoken at over 450 events. Stan has spoken on every inhabited continent, in over a dozen countries for Fortune 100 brands such as IBM, Target, ESPN, UPS, GlaxoSmithKline and Citi.
Prior to focusing on writing and speaking, Stan held leadership positions at IMG, adidas and the PGA. He also spent seven years as Chief Solutions Officer at Synergy, an award winning marketing agency. At Synergy, he helped create larger than life brand experiences for brands such as KFC, M&M’s, Walmart and Starbucks.
Stan received his BS in Marketing and Human Resources from Marist College, a JD/MBA from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School. He is a faculty member on ANA’s School of Marketing and also serves as an adjunct instructor at Rutgers Business School.
Meet Stan Phelps,
Your Partner In TransForming Your Team
An IBM Futurist, TEDx Speaker and Forbes Contributor, he has spoken at over 375 events. Stan has spoken on every inhabited continent, in over a dozen countries for Fortune 100 brands such as IBM, Target, ESPN, UPS, GlaxoSmithKline and Citi.
Prior to focusing on writing and speaking, Stan held leadership positions at IMG, adidas and the PGA. He also spent seven years as Chief Solutions Officer at Synergy, an award winning marketing agency. At Synergy, he helped create larger than life brand experiences for brands such as KFC, M&M’s, Walmart and Starbucks.
Stan received his BS in Marketing and Human Resources from Marist College, a JD/MBA from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School. He is a faculty member on ANA’s School of Marketing and also serves as an adjunct instructor at Rutgers Business School.
“Stan kickstarts creativity for business people who want to better their business and take things to a new level.”
WATCH STAN
Stan’s Dynamic In-Person and Virtual Keynotes & Workshops
Keynote Programs
Duration: UP TO 90 minutes
Stan challenges brands to explore new opportunities, showing them how to be more successful in tomorrow’s changing world. Working with clients, he creates in person and virtual keynotes that are memorable, meaningful and on-brand. Keynotes last up to 90 minutes and cover a wide variety of topics, including: customer experience, employee engagement, technology, leadership, and more!
Workshop Programs
Duration: TWO HOUR, Half-day AND Full-day
Similar to his keynotes, Stan works with clients to create workshops that are memorable, meaningful and on-brand. These in person and virtual programs are perfect for training, so your employees can get hands-on experience while they learn. Each program is designed for a two hour workshop, but many clients will schedule a half-day, or full-day experience to cover multiple focus areas at once.
Customer Experience
PURPLE GOLDFISH
LITTLE THINGS MAKE THE BIGGEST DIFFERENCE IN CREATING WOW
Customer experience today is largely about the little moments. This program covers the 10 different types of Purple Goldfish that you can use to add value or reduce friction for your customers.
Format & Audience
Focus:
Improving the customer experience
Keynote Duration:
Up to 90 minutes
Workshop Duration:
Two-Hour, Half-Day, or Full Day
Objectives:
As a result of this program, participants will:
- Tools: Get equipped with the I.D.E.A. process for designing customer experience.
- Skills: Understand how to do the little things to drive value or reduce customer effort.
- Empathy: Gain a deeper appreciation for the need to exceed customer expectations.
Audience:
This program is for senior management, managers and frontline staff who want to improve customer retention, drive differentiation and promote word of mouth advocacy.
Attendees will learn:
Actionable ways to improve the customer experience.
Employee Engagement
Green GOLDFISH
GO BEYOND DOLLARS TO DRIVE EMPLOYEE ENGAGEMENT
Engaged employees create enthused customers. This program covers the 15 types of Green Goldfish—little extras for employees that drive engagement, empowerment, and efficiency.
Format & Audience
Focus:
Improving the Employee Experience
Keynote Duration:
Up to 90 minutes
Workshop Duration:
Two-Hour, Half-Day, or Full Day
Summary:
The program explores signature ways “beyond dollars” to drive employee engagement such as onboarding, team building, flexibility, recognition, and empowerment. Attendees will walk away with the knowledge of the key drivers of employee engagement. They’ll be able to introduce actionable ideas for their teams, little things that will increase engagement, improve retention and reinforce culture.
Objectives:
As a result of this program, participants will:
- Tools: Get equipped with the 3D process for employee experience design.
- Skills: Understand how to develop programs that address basics, belonging, and building.
- Empathy: Gain a deeper appreciation for the needs, desires, and expectations of employees.
Audience:
This program is for senior management and managers who want to improve retention and drive employee advocacy. This program speaks to the importance of placing an emphasis on employees in order to create happy enthused customers.
Attendees will learn:
Actionable ways to improve the employee experience.
purpose
Red Goldfish
EMBRACE PURPOSE TO WIN HEARTS, MINDS, AND PROFITS
Purpose has changed the way we work and how customers buy. This program reveals how businesses can embrace their purpose to drive engagement, fuel profits, and make an impact on society.
Format & Audience
Focus:
Improving the experience you provide to customers and employees
Keynote Duration:
Up to 90 minutes
Workshop Duration:
Two-Hour, Half-Day, or Full Day
Objectives:
As a result of this program, participants will:
- Tools: Discover eight purpose archetypes and how purpose drives differentiation
- Skills: Understand how to bring purpose to life within an organization
- Empathy: Gain a deeper appreciation for emotional drivers
Audience:
This program is for senior management and managers who want to improve loyalty and advocacy to creative a competitive advantage.
Attendees will learn:
Actionable ways to improve the experience you provide to customers and employees.
technology
Blue Goldfish
LEVERAGE TECHNOLOGY TO DRIVE BOTH PROFITS AND PROPHETS
Customers today expect brands to understand their individual needs and be more responsive. This program will illuminate how technology drives competitive advantage, loyalty, and word of mouth.
Format & Audience
Focus:
Turning Big Data into Useful Data for your business
Keynote Duration:
Up to 90 minutes
Workshop Duration:
Two-Hour, Half-Day, or Full Day
Objectives:
As a result of this program, participants will:
- Tools: Get equipped with the 3 R’s to leverage technology.
- Skills: Understand how to turn insights into actions.
- Empathy: Gain a deeper appreciation for the needs and desires of customers using analytics.
Audience:
This program is for senior management and managers who want to improve loyalty and advocacy through technology to create a competitive advantage.
Attendees will learn:
Actionable strategies to turn big data into useful data.
marketing
Pink Goldfish
AMPLIFY DIFFERENTIATION TO STAND OUT IN the marketplace
How do you stand out in a sea of sameness? This program provides an unconventional seven-part F.L.A.W.S.O.M. framework for achieving competitive separation.
Format & Audience
Keynote Duration:
Up to 90 minutes
Workshop Duration:
Two-Hour, Half-Day, OR Full Day
Objectives:
As a result of this session, participants will:
1. Tools: Get equipped with how to uncover weakness and weirdness in their DNA.
2. Skills: Understand how to design in order amplify uniqueness.
3. Empathy: Gain a deeper appreciation for the need to exceed customer expectations.
Audience:
This program is for senior management, managers and frontline staff who want to improve customer retention, drive differentiation and promote word of mouth advocacy.
Attendees will learn:
Actionable ways to enhance positioning in the marketplace.
loyalty
Golden GoldfisH
REWARD YOUR MOST IMPORTANT CUSTOMERS AND EMPLOYEES
Eighty percent of profitability is driven by the top twenty percent of customers and employees. This program shares nine different ways to reward, retain, and renew your vital few.
Format & Audience
Keynote Duration:
Up to 90 minutes
Workshop Duration:
Two-Hour, Half-Day, OR Full Day
Objectives:
As a result of this session, participants will:
1. Tools: Get equipped with how to find their most valuable customers and employees.
2. Skills: Understand how to do the little things to drive value and improve retention.
3. Empathy: Gain a deeper appreciation for the vital few.
Audience:
This program is for senior management and managers who want to improve retention and drive loyalty for their most important customers and employees.
Attendees will learn:
Actionable ways to improve the customer and employee experience.
happiness
Yellow Goldfish
INCREASE HAPPINESS TO DRIVE BUSINESS GROWTH
There should only be
FORMAT & AUDIENCE
FORMAT:
Up to 90-minute keynote or 2 hours, half-day or full-day workshop
SUMMARY:
Happy engaged employees create happy enthused customers. The keynote explores nine signature ways to drive employee and customer engagement such as purpose, autonomy, play and integrity. Attendees will walk away with the knowledge of the key drivers of engagement, fulfillment and happiness. They’ll be able to introduce actionable ideas for their customers and employees. Little things that will increase loyalty, improve retention and reinforce culture.
OBJECTIVES:
As a result of this keynote session, participants will:
1. Tools: Get equipped with the 3D process for customer and employee experience design.
2. Skills: Understand how to develop programs that drive happiness in the workplace.
3. Empathy: Gain a deeper appreciation for the needs, desire and expectations of employees and customers.
AUDIENCE:
This keynote is for leaders who want to improve customer loyalty and drive employee advocacy. This program speaks to the importance of placing an emphasis on happiness in order to create wins for employees, customers and society.
ATTENDEES WILL LEARN:
Actionable ways to improve the customer and employee experience.
PRESENTATION SKILLS
SILVER Goldfish
LOUD & CLEAR: THE KEYS TO DELIVERING MEMORABLE BUSINESS PRESENTATIONS
The biggest myth of communication is the illusion that it took place. This session provides the 10 keys to presenting in a way that maximizes engagement and understanding.
FORMAT & AUDIENCE
FORMAT:
Up to 90-minute keynote or 2 hours, half-day or full-day workshop
SUMMARY:
LOUD & CLEAR: THE KEYS TO DELIVERING MEMORABLE BUSINESS PRESENTATIONS
Overview
The biggest myth of communication is the illusion that it took place. This session provides the 10 keys to presenting in a way that maximizes engagement and understanding.
OBJECTIVES:
As a result of this program, participants will:
-
- Tools: Get equipped with the six steps to deliver a memorable presentation.
- Skills: Understand the 10 keys for volume and clarity in communication.
- Empathy: Gain an understanding of how your audience best receives content.
AUDIENCE:
This keynote is for senior management and managers who want to deliver memorable business presentations.
ATTENDEES WILL LEARN:
Actionable ways to improve their presentational skills.
leadership
Gray Goldfish
NAVIGATE THE GRAY AREAS OF LEADING EVERY GENERATION
How do you successfully lead the five generations in today’s workforce? This program provides a map for leaders to follow as they recruit, train,
FORMAT & AUDIENCE
FORMAT:
Up to 90-minute keynote or 2 hours, half-day or full-day workshop
SUMMARY:
NAVIGATING THE GRAY AREAS OF LEADING FIVE GENERATIONS
We find ourselves at a unique time where organizations must lead five different generations. This engaging program will explain the reasons that drive generational differences and then share best practices for leading across the generations.
OBJECTIVES:
As a result of this program, participants will:
- an understanding of the importance of using different styles to lead each generation.
- an appreciation of how employees from different generations approach work, projects, and relationships.
- strategies for leading the three older generations (Matures, Baby Boomers and Gen X).
- specific techniques for how to recruit, manage, build relationships, and retain Millennials and Generation Z.
AUDIENCE:
This keynote is for senior management and managers who want to improve retention and drive employee engagement.
ATTENDEES WILL LEARN:
Actionable ways to improve the employee experience across the generations.
BONUS:
Each attendee receives a copy of the Generational Matrix. A one-page go-to reference tool for leading each generation.
sALES
Diamond Goldfish
EXCEL UNDER PRESSURE & THRIVE IN THE GAME OF BUSINESS
In a world where we lose one out of every four customers each year and only close one out of every four sales opportunities, the session provides a guide to driving sales and deepening relationships powered by the Market Force Global Styles framework.
FORMAT & AUDIENCE
FORMAT:
Up to 90-minute keynote or 2 hours, half-day or full-day workshop
SUMMARY:
EXCEL UNDER PRESSURE & THRIVE IN THE GAME OF BUSINESS
In a world where we lose one out of every four customers each year and only close one out of every four sales opportunities, the session provides a guide to driving sales and deepening relationships powered by the Market Force Global Styles framework.
OBJECTIVES:
As a result of this program, participants will:
-
- Tools: Get equipped with the keys to managing our own behavior under pressure.
- Skills: Understand their Style comes with the free Styles Indicator assessment.
- Empathy: Gain a deeper appreciation for the needs of prospects and clients.
AUDIENCE:
This keynote is for senior management and managers who want to drive sales and deepen client relationships.
ATTENDEES WILL LEARN:
Actionable ways to improve the client acquisition process.
BONUS:
Each attendee receives a copy of the Diamond Rule Matrix. A one-page go-to reference tool for working with each of the four behavioral styles.
Get closer to the hearts of your customers and employees
– Jerry Henderson, Founder and VP, Clinical Community, Clinicient
Events
Case Studies
