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Stan Phelps

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.

Technology and $300 dollar Coronas help transform the Retail Customer Experience at Tory Burch

Doug Logue is a product marketer / front end developer at WIHP (World Independent Hotel Promotion). He’s also the co-founder @geticonify. This is a wonderful story by Doug about...

Are we asking the question like Intuit, Could we do MORE?

Three inches… A dollar bill is six inches long. In business, most brands are willing to go the six inches to justify the dollar and…

A refreshing little extra from ALOFT hotels that’s free, clear and recycled

I’m in a suburb of Richmond called Glen Allen for an AMA (American Marketing Association) Leadership Conference. We’re staying at an ALOFT Hotel. ALOFT...

The two most important factors of how we relate to people, products and companies

Book Review: The Human Brand In our evolution as humans, we were forced to develop skills integral to our survival. One of which was the...

Do you have a signature onboarding element like the Green Carpet?

Less than 25% of organizations conduct formal onboarding. Onboarding refers to the process through which new employees become socialized and acquire necessary knowledge, skills, and...

Green McDonalds at Crossroads pays it forward with the Recycled Reading Corner

The Problem There is a literacy crisis in America. The availability of books is the key issue. According to research by David K. Dickenson in...

Unleashing reel potential, how the movies can help drive employee engagement

This is the real, reel story of Scott DiGiammarino: Scott was once a financial advisor with American Express in Boston (now Ameriprise Financial). At a...

Global Customer Experience Predictions for 2014 [eBook]

CLICK TO DOWNLOAD THE eBOOK I had the opportunity to contribute to an eBook on CX predictions for 2014. The eBook was put together by...

Recognition is top of mind and eye level @Delta

I was heading to Los Angeles this week for a speaking engagement and meetings. Upon boarding my flight with Delta I noticed something. Right...

All Customers and Employees are Not Created Equal

The Goldfish and the Pea 107 years ago a man would stumble across an idea that would change the course of history. This revelation would...

Misfits gets the concept of recency. Serving up cookies with Sea Salt

I'm out in LA for a speaking engagement with MENG. I had the chance to meet with my good friend Ruby Gualberto at Misfit...

Advertising is the Tax YOU Pay for Having a Bad Product or Service. Is CX or Innovation the Answer?

I recently had the chance to catch Mike Maddock while speaking at the 2013 Compete Through Service Symposium in Phoenix . Mike presented a...

Throwing in the towel(s) at Microsoft

A Cautionary Tale 2014 marks a dubious 10th anniversary for Microsoft. Here's the backstory: As part of a broad series of cutbacks in 2004, Microsoft eliminated their laundered…

Planning for 2014, where is the focus of your marketing?

This post originally appeared on MENG Blend on 12/25. It starts with a holiday story with an interesting lesson and ends with a challenge...

Move over Chick-fil-A, @eatPDQ puts a fresh take on both fast food and CX

Cheerios for Chick-fil-A customers in training I'm a Chick-fil-A devotee. I consider being close to the "inventor of the chicken sandwich" as one of the...

Purple Goldfish Hall of Famers 2013

Introducing the PG Hall of Fame – Class of 2013 It's time for another nine brands to blaze a path into the Purple Goldfish Project Hall of...

Seven fearless CX Predictions for 2014

Predictions for 2014: Baseball legend Casey Stengel once said, "Never make predictions, especially about the future." It's strong advice for today's unpredictable climate. Yet we...

Little things like a handwritten note can make a big difference in customer experience

Earlier this year, Ricky Choi & Phil Moldavski blazed a path. With the aid of Kickstarter, they launched Nice Laundry. The duo met in DC while...

Leveraging Technology to Achieve Uncommon Service and Reduce Waiting

If you haven't read Uncommon Service by Frances Frei and Anne Morriss, you should beeline to Amazon right now. I'm not prone to hyperbole,...

Standing in for Father Christmas, Brazil’s Post Office Helps Pay it Forward for Kids

NPR recently featured a story about the Brazilian postal system. It's a tremendous Christmas tale of Paying it Forward, the sixth type of Purple...

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