Stan Phelps

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 the integration of online and offline customer experience. Doug originally wrote this on his medium page in the post, “Tory Burch...

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 meet customer expectations. However the distance from the stem of the brain and the top of the heart is nine…

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 is the nephew of the W chain of hotels. Funky vibe, lots of cool factor. Great lobby and communal area....

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 ability to make snap judgements about our surroundings with a high degree of speed and accuracy. As we walked out...

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 behaviors. This process helps them adapt to the company and allows new employees to become effective members of the team....

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 the book, Bridges to Literacy, "The home environment – specifically the availability of reading material – is a stronger predictor of…

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 young age he was promoted and relocated to Washington, DC. Scott's new role was to manage the region. It was...

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 Chantel Botha of BrandLove. In addition to Chantel, I was also joined by Jeannie Walters of 360Connext, Mike Wittenstein of Storyminers, Johan Botha of BrandLove, Chris...

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 in the galley upon entering the plane was this sign. The plaque called out Jim Stefl as a 2013 honoree of the...

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 come from a simple observation in his vegetable garden. Vilfredo noticed something interesting about his pea pods. He discovered that...

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 in Santa Monica. The restaurant is part of a group called LGO, otherwise known as Les Grande Orange. The name...

Advertising is the Tax YOU Pay for Having a Bad Product or Service. Is...

I recently had the chance to catch Mike Maddock while speaking at the 2013 Compete Through Service Symposium in Phoenix . Mike presented a fantastic keynote about his most recent book, FREE the Idea Monkey. One of the points Mike made at the conference...

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 towel service. The towels were available for employees who showered after biking to work or playing sports on the company's…

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 to rethink your strategy for 2014: A HOLIDAY STORY A newlywed couple is celebrating the holidays. The wife decides to make…

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 major plusses of my recent move to Cary, North Carolina. Last year I wrote a post entitled, "Move over Big...

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 Fame. Companies that embrace the concept of "lagniappe" and have earned entrance into the Hall: Here's the slideshare: Purple Goldfish Hall…

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 enjoy prognosticating, especially at the end of the year. So, here are my seven fearless predictions for customer experience in...

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 working in marketing at Living Social. Obsessed by designer socks, yet appalled by their price tag (upwards of $40), they...

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, but this might be the best book I've ever read on achieving service excellence. In case you want the thumbnail,...

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 Goldfish. Here's some background on the Father Christmas program: Writing letters to Santa at the North Pole is a timeless tradition....

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