by Stan Phelps | Nov 10, 2021 | Purple Goldfish
Do you know the VM Matrix for customer experience?The V stands for value and the M for maintenance. These two elements have the biggest impact on CX in my opinion.I ascribe to the definition of Customer Experience shared by my friend and fellow speaker Mike...
by Stan Phelps | Oct 29, 2021 | Purple Goldfish
A life lesson from my first home purchase. The house we bought in Norwalk, Connecticut was a beautiful old stone colonial. My Jennifer and I referred to it as “Het Stenin Haus.” (Dutch for “The Stone House”)Did I mention the house was charming and old?In the first...
by Stan Phelps | Oct 27, 2021 | Purple Goldfish
Rethinking Marketing: 11 Takeaways from Purple Goldfish 2.0:1. Your brand is no longer just what you tell people it is. It’s what your customer experiences, how they feel, and, most importantly—what they tell others about that experience. 2. There is no such thing as...
by Stan Phelps | Oct 15, 2021 | Purple Goldfish
Want a great example of a personalized human touch in customer experience? Look no further that ROAD iD.My friend Adriana Lee shared this with me earlier in the week:”I wanted to give you an example of a company that provides great customer service, in case you...
by Stan Phelps | Oct 14, 2021 | Purple Goldfish
Here is a snippet from my talk about the power of word of mouth. It is the story of Stew Leonard Sr.I started the Purple Goldfish Project and began a quest to find 1,001 examples.I didn’t have to go far for inspiration.Just down the hill from my house was the most...