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...
by Stan Phelps | Jul 15, 2022 | Purple Goldfish
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...
by Stan Phelps | Jul 5, 2022 | Purple Goldfish
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...
by Stan Phelps | Apr 26, 2022 | Pink Goldfish
Your brand today is no longer what you tell people it is. Your brand is what your customer experiences, how they feel about that experience, and most importantly…… your brand is what your customer tells others about their experience.It used to be that your...
