by Stan Phelps | Sep 8, 2022 | Uncategorized
We don’t realize how much “little things” mean to others. Catherine Pearson shares the story of Erin Alexander in a recent article in The New York Times: “In late August, Erin Alexander, 57, sat in the parking lot of a Target … and wept....
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 | 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 | Jun 22, 2022 | Purple Goldfish
Last week I wrote about Chewy and the special way they treated a customer at the end of Gus’ life. It was a great example of the Peak-End Rule. Nobel Prize Winner Daniel Kahneman coined the Peak-End Rule. It is based on his belief that we judge our past...
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