“Your brand is no longer what you tell people it is. It’s the differentiated experience [DX] your customer has, how they feel about it, and, most importantly, what they tell others about their experience.”
Great brands know their customers and create a differentiated experience that resonates. They understand that word of mouth is absolutely key to growth. They purposely stand out in a sea of sameness.
What are your one or two signature elements of DX? How are you amping up value or reducing maintenance? Instead of being a “me too,” what is the one special thing your company does that is superior and distinctive in the eyes of your customers? What’s that “little something extra” that is tangible, valuable, and talkable?
– What is your warm-chocolate-chip-cookie first impression like DoubleTree Hotels?
– What is your “Bags Fly Free” added value like Southwest Airlines?
– What is your free peanuts and bonus fries like Five Guys?
– What is your free shipping upgrade to overnight like Zappos?
Are you giving little unexpected extras? Are you ready to focus on the experience provided to current customers to drive differentiation? What’s Your Purple Goldfish?
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Stan Phelps walks the walk. He stands out in the sea of sameness by modeling his own Differentiated Experience (DX) message: Differentiation isn’t just about what you say, it’s about what you do and, more importantly, how and why you do it. Stan leverages his unique collection of 5,000+ case studies on customer, employee, and brand experience to engage audiences with informative learning-based experiences. He believes purposeful DX wins the hearts of employees and customers, and differentiation ultimately boosts loyalty, retention, referrals, and results.
Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at StanPhelps.com.