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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.

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

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,…

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...

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

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...

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…

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....

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...

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...

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...

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...

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…

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...

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...

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…

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...

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…

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...

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...

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...

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...

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…

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