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.
The Origin of Blue Goldfish and Convergence of Big Data & Little Data
What’s the inspiration behind the BLUE in Blue Goldfish? Here is an excerpt from the book Blue Goldfish: (BONUS: On 2/2 and 2/4, the Blue...
Doing More – How Unexpected Extras Hold the Key to Business Transformation
This was a guest post I wrote on Convince and Convert: Dr. Harry Coover discovered the material Cyanoacrylate in 1942. He was searching for a...
Are You Leveraging Info-Sense to Improve the Customer Experience?
On May 11 in San Diego I presented my first Ignite talk. What is Ignite? Ignite is presentation ...
Purple Goldfish Hall of Fame Class of 2014 announced
Each year I recognize nine companies that embrace the concept of signature added value. These little extras are called a purple goldfish. Here is an...
Want a Job at Google? Why it’s Almost Ten Times Harder Than Getting into Harvard
This post by Stan Phelps was originally featured on Forbes: It’s almost ten times harder to get a job at Google than it is to...
Heroic Customer Service by Senior Executive Anjali Kumar at Warby Parker
This post was originally posted on Forbes: Does the senior team at your company talk about superior service and the importance of going the extra...
TD Bank Canada Leverages the Awesome Power of Thank You
This post was originally featured here on Forbes: It was a good Friday for both employees and customers of TD Bank. Last month over 20,000 TD...
Are You Treating Customers Like Family? Two Lessons From Red Lobster and Frontier Airlines
This post was originally featured on Forbes: Are You Treating Customers Like Family? Two Lessons From Red Lobster and Frontier Airlines Two acts of corporate…
A Spot-On Example Of Extending Advertising Into Customer Experience by Chick-fil-A
This story was originally published on Forbes: This is the story of a renegade cow. Nearly two decades ago, paintbrush in mouth, a cow painted...
Starbucks Teen Barista Rebukes a Customer By Defending a Mother’s Right to Breastfeed
This post was originally published on Forbes.com: It’s Wednesday morning in Ottawa, Canada. Julia Wykes is out shopping with her 5-month old son. She decided...
Three Marketing Lessons in Lagniappe from the New House Whip Steve Scalise
This was originally posted on Forbes: Three marketing lessons in lagniappe from the new House Whip Steve Scalise A month ago Steve Scalise was an obscure…
There is no such thing as just meeting expectations. An interview with Stan Phelps at the Customer 360 Symposium
This interview was originally posted on Ashton Media. It contains a question and answer session where Mark Abay and I speak about customer experience at the Customer 360 Symposium: The psychology of...
Be kind whenever possible. It is always possible.
Be kind whenever possible. It is always possible.-Dalai Lama I love this quote by the Dalai Lama. It gets to the heart of exceeding...
Tilley Hats has a little extra that’s guaranteed
I was in Key West last month speaking at PRSA Counselor’s Academy. I had the opportunity to buy a hat at Lippy’s Hot Hats on Duval...
The Two Most Vital Elements in Marketing and Sales
In our evolution as humans, we were forced to develop skills integral to our survival. One of which was the ability to make snap...
Golden Goldfish Excerpt – Retention vs Acquisition
The following is an excerpt from the upcoming book, What’s Your Golden Goldfish? (available on Amazon May 1st): Chapter 2 RETENTION VS. ACQUISITION “The search…
Golden Goldfish Book Excerpt – Pareto and a Pea
The following is an excerpt from the upcoming book, What’s Your Golden Goldfish? (available on Amazon May 1st): Chapter 1 THE GOLDFISH AND THE PEA…
Lie Back and Think of England, But Do It For Denmark
Sex Sells…Vacations Credit: Washington Post Spies Rejser has caused a stir. The Danish travel agency has touched upon a major issue. Similar to many western nations,…
Southwest Airlines does a creative little extra for a passenger
My good friend Keith Green of Synergy sent me a creative example this week. He was flying Southwest Airlines from Liberty in Newark to...
Nailing the first and last impressions. Lessons in CX from Disney and Kimpton at #NGCE
I’m currently in San Diego for the Next Gen CX conference. While attending the event, I came across two new examples from Purple Goldfish Hall...