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.
Yes Virginia, Macy’s gives us a million reasons to believe
Every Macy's in America has a post office. A post office in a department store??? Yes. Kids can drop off their letter to the big guy in Santa's...
Thinking Inside the Box to Promote Customer Loyalty around Christmas
One of the 12 types of Purple Goldfish is In the Bag / Out of the Box. Smart companies realize there is an opportunity...
Two truths, a lie and a lesson in leadership: Nazi’s, Twins in Brazil and the Founders Effect
I had the opportunity to watch a program on the National Geographic channel last week. The documentary, "Nazi Mystery: Twins in Brazil" explored a theory proposed...
The simplest and greatest marketing story ever told
The Power of Giving and Delight Stew Leonard opened his dairy store in Connecticut in 1969. During his first year in business he was asked...
Is your brand low or high maintenance? What’s your CES?
There is a big difference between Customer Experience and Customer Service. Customer Experience (CX) is broad. CX is how your customers perceive their entire...
What does Joe Namath, Gumby and The Container Store have in common?
The setting was Miami in 1969 The NFL was to face the AFL in the Super Bowl. The New York Jets of the AFL were...
Key Lessons in “Driving” Customer Loyalty
You might not know "Jack" Literally and figuratively. So let me introduce you to him. Part of our greatest generation, Jack turned a small business...
Key Takeaways from the Compete Through Service Symposium
Last month I had the opportunity to attend and present at the 24th Annual Compete Through Service Symposium. The event held in Phoenix is...
Rethinking your first bite of the apple and how you approach marketing
Apples to Bananas This video is going to make you rethink how you eat an apple. What if I told you there was a way...
The Nerdery takes recognition to the next level with Video Shout-outs
Most managers take an, "if, then" approach to recognition. Shawn Achor, author of The Happiness Advantage, believes this paradigm needs to change, "…from thinking...
The Friday Purple Goldfish Sessions
I had the opportunity to connect last month with a friend from Twitter named Alison Smith. I was over in Amsterdam presenting at CEX...
Move over spanair, miracles happen courtesy of westjet
Lagniappe is creole (french and spanish) for 'the gift' or la napa. Two years ago Spanair did something truly special in the spirit of lagniappe for its passengers...
An empowering employee program with No Boundaries webershandwick
Last week I gave a webinar for the PRSA on driving employee engagement that was hosted by the Counselors Academy. We reviewed the 15...
How technology improves the customer experience at Heathrow Airport
There are a handful of different ways that technology improves the customer experience at Heathrow Airport. I recently flew through Heathrow on my way...
Microinteraction: Inspiration can hit you at any time
I'm back from a five city trip that included some of my favorite cities in the world. My travels included speaking engagements in Chicago...
Leveraging the Power of Language to Drive Customer Experience
This originally appeared as a guest post over at CX Journey: IT'S NOT WHAT YOU SAY, BUT SOMETIMES HOW YOU SAY IT… The language we…
Three tools to increase your communications productivity
Here are three tools that will help you improve both your communications' effectiveness and productivity. They are called Buffer, Rapportive and Vsnap. Here's an overview of each...
Loyalty rules and it’s always 5 o’clock kimpton
This purple goldfish comes courtesy of Susan Borst. Susan shared her experience of staying at a Kimpton Hotel in Oregon. She waxed poetic about...
20 questions about employee engagement and the green goldfish
Earlier this month I had the opportunity to be part of a webinar about employee engagement hosted by Voiance. The webinar was entitled, Driving Employee...
Lessons from Delta and Valve on making mundane on-boarding communications interesting
Flight safety videos and employee handbooks. Boring stuff, right? Not necessarily if you are Delta Airlines or Valve Software. Both cleverly leverage humor to make...