by Stan Phelps | Sep 29, 2022 | Customer Experience, Purple Goldfish
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...
by Stan Phelps | Sep 27, 2022 | Customer Experience, Purple Goldfish
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...
by Stan Phelps | Aug 25, 2022 | Purple Goldfish
“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...
by Stan Phelps | Aug 8, 2022 | Purple Goldfish
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...
by Stan Phelps | Jul 25, 2022 | Purple Goldfish
“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...
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