by Stan Phelps | Jan 10, 2023 | Pink Goldfish, Yellow Goldfish
This is amazing! Dutch retailer Jumbo Supermarkten has created “slow checkouts.” Hat tip to Wendy Lloyd Curley for sharing this pink goldfish with me yesterday. Called “Klets-Kassa” (translated to Chat Checkout) these are...
by Stan Phelps | Aug 17, 2022 | Purple Goldfish
“You take it on faith, you take it to the heartThe waiting is the hardest part.” That’s both a lyric from the late Tom Petty and a truism when it comes to customer experience. Curbing waiting is a little extra that can make a big difference....
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...
by Stan Phelps | Nov 18, 2021 | Purple Goldfish
WOULD YOU RECOMMEND A COMPETITOR?The Zappos Family of Companies does. In Purple Goldfish 2.0, we share an example of this from Joe Gascoigne. In his words:“As for an example, one that springs to mind is that if you try to order shoes from Zappos and they do not have...
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...
