Stan Phelps

Elvis on The Future of Marketing: A Little Less Campaign and a Little More...

This post originally appeared on Forbes.com Each year the fall rolls around Summer tans have faded. Marketing planning begins. Here’s the sequence: Agencies get briefed, ideas are presented, concepts get developed, creative gets shot, media gets bought, ads run, results get measured, and (maybe) awards…

Branded Acts of Kindness and SXSWi

There was a common thread at SXSWi in 2014. It was a concept called “Acts of Kindness.”  Rohit Bhargava even went as far a calling it the best marketing strategy of the event, “Among the chaos and rush, there is one thing that has stood...

SpringHill Suites by Marriott puts an unexpected spin on driving loyalty for its best...

A Golden Moment OK, here’s the situation. Imagine you are checking in at your hotel. Let’s call it SpringHill Suites by Marriott. The front desk notices that you are an elite member of their rewards program. They thank you for your patronage and then say,…

Don’t Be Abominable: A Lesson in Customer Experience and Marketing From a Yeti

How do you handle mistakes? Better yet if you are a start-up, how do you handle growing pains? The answer is two-fold: Do it promptly Do more than expected As an added bonus, you make it fun and memorable. Last November I had the opportunity…

Fast Park & Relax RDU delivers a strong first and last impression

Good friend Evan Carroll sent me this Purple Goldfish today. Evan used Fast Park & Relax today on his way to Austin for SXSWi. He shot me the picture above via a tweet. Enter Fast Park & Relax between 6 – 8 a.m. on a...

Does your company love you enough to deal with your dirty laundry?

Employees at Next Jump in New York City are routinely asked the following question, “How can we make things better for you to be happier at home or at work?” Once a response shows up a couple of times, the company looks into the viability…

My Top 5 highlights from the High Five Conference #high5

I had the good fortune to help organize the inaugural High Five Conference. The 2014 edition was held February 26-27th at the Sheraton in Downtown Raleigh. The conference and its 275 attendees explored the intersection between marketing and creative. Here are my five highlights /...

Are you leveraging your key customers and employees as multipliers?

A Simple Truth Not all customers and are created equal. For the majority of businesses, 80% of profitability will be generated by 20% of customers. These folks are the “vital few” of your customers. Similarly, not all employees are created equal. 80% of the value generated...

An Open Letter to CMO’s (and other marketers)

I wanted to share an excerpt from Rob Fuggetta’s book, Brand Advocates – Turning Enthusiastic Customers into a Powerful Marketing Force. Rob finishes his book with a poignant open letter: Open Letter Dear Mr. or Ms. CMO: I have some disturbing news to share with you:…

Creating a hands-on experience drives advocacy and word of mouth

Play Well Last weekend my son Thomas celebrated his 8th birthday. The choice for his birthday party… The Lego Movie on its opening weekend. A new theater nearby offered a party room in tandem with the movie. My wife provided a fun craft for the kids…

USA Today delivers the news in a colorful way

I am writing this from Atlanta. I’m stuck in airport purgatory. Looking down the barrel of 36 more hours at Hotel Hartsfield-Jackson. Luckily I’m in a good airport. ATL is ranked #7 as the Best North American airport to sleep in. In case you...

Disney offers its best customers a little extra magic

On designated days, one of the Walt Disney World theme parks opens an hour early and two hours later . These times are called Disney’s extra magic hours. The added golden goldfish is for Disney Resort guests only and includes guests staying at the...

Who Gets Treated Better? Employees, Customers or Your Top 20% of Both?

This was originally posted on Salesformics: Who Gets Treated Better? Micah Solomon recently wrote about Starbucks in Forbes.com. He shared a conversation he had with an employee in Seattle. The employee asked Micah, “Do you think Starbucks takes better care of its employees, or of its customers?”…

Celebrating Something at Disney…There’s a Button for That

If you are celebrating something at Disney, there’s a good chance they have a button for it. Even if they don’t have the exact one, you can opt for the generic, “I’m Celebrating _________” and just fill in the blank. Buttons are handed out...

AMC is redefining the movie going customer experience

A Change You Might Be Comfortable With There is an age old phrase, “If You Can’t Beat’em, Join’em” Over the last two decades, the home has stolen the thunder of the movie theater. Home theaters have poached big screens, great sound and even 3D effects.…

Disney adds a twist to the movie experience that has audiences singing

Frozen shows no sign of cooling off Based on the fairy tale ‘The Snow Queen’ written by Hans Christian Andersen, the Disney animated movie Frozen has been a box office darling since November. In order to sustain its momentum, the movie has taken on an...

3 ways to create raving fans like the Seattle Seahawks

Are your customers giving you a 12th MAN Advantage? Last December the Seattle Seahawks broke the Guinness World Record for the loudest crowd noise at 137.6 decibels. To put that sound into perspective, that level of noise rivals a jet engine. According to Popular Mechanics,...

Got Luck? Are You Making Your Own by Leveraging Planned Serendipity

Are you believer in luck? Half the people I meet are true believers in luck and chance. The other 1/2 like myself are in the Jeffersonian camp. They believe luck is a product of design. Thomas Jefferson was famous for saying, “I’m a great believer…

Ahoy, “My Starbucks is Better Than Your Starbucks”

Tale of Two Coffee Shops Good friend Ruby Gualberto from LA forwarded a fun Facebook post. She shared the story of Dr. David DeKriek. David is an audiologist at Fidelity Hearing Center. Yesterday, DeKriek had an interesting Starbucks experience in Cerritos, CA. In David’s words:…

Are you exceeding customer expectations or falling short?

Shifting a Paradigm In the summer of 2009 I had a MOMENT OF TRUTH. A moment that changed the direction of my life forever. I was in New York City with a colleague. Brad and I were at a rooftop bar waiting to meet a…

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