Customer Experience

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

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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

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Image displaying two concepts for DX: Compensating for losing 1 customer needs 3 new ones. Right side shows women shopping. Source: McKinsey & Company.

companies that improve the experience for current customers grow twice as fast as their industry peers

A recent study by McKinsey & Company found that companies that improve the experience for current customers grow twice as fast as their industry peers. There were two of the stats that stood out to me: 1. Compensating for the value of one lost customer can require the acquisition of three new customers. 2. 80 percent of

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Illustrated podcast cover with the title "Learn Speak Teach" and "EP. 50" featuring a portrait of a bald man with glasses. Hosted by Ben Albert. Powered by Balbert Marketing LLC.

The Art of Differentiation and Superior Customer Service

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

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Stan Phelps on Episode 60 of the Digitally Irresistible Podcast

The Differentiated Experience (DX) You Deliver Is the Most Referable Customer Experience

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.

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A statue of a man and a mouse outside a castle. The text reads: "Disney Lies...and you should too!" with "STANPHELPS.com" at the bottom.

Disney Lies About Waiting… and you should too!

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

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marketing

“Marketing is about being so remarkable that people can’t help but talk about you.” -Drew McLellan

“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

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Mind the gap

MIND THE GAP: A phrase that should be relevant when journey mapping your customer experience

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

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