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.
What’s Your Adult Big Wheel or $100 Cheesesteak?
One of the five R.U.L.E.S. of creating a Purple Goldfish, the S is the idea of being sticky. Doing something or offering something that...
Going from 0 to 1,500 accounts by doing a little extra for customers
This purple goldfish comes from Drew Opperman. I met Drew while speaking at MENG Chapter event in Morristown, NJ. After the event, Drew...
VeggieDelight does a little extra to make a first and last impression
This is a story about the importance of first and last impressions with new customers. Last week, I had the opportunity to connect last week...
Child ID program NewYorkLife keeps good going
I had the chance to attend an event at New York Life on October 1st. It was a local event to celebrate CX Day...
Saturday Spotlight: Move Your Mass’ Purple Goldfish
A couple of weeks ago I had a chance to meet Kellan Duffy of Move Your Mass. Kellan is part of a Triangle BNI...
Mind the CX Gap
A number of years ago, Bain asked corporate executives about the experience they provided customers. 80% of the 362 respondents believed they provided a...
Infographic: What makes employees happy at work?
Here's an interesting infographic by Yast on what makes employees happy at work. Here are my top 3 takeaways and green goldfish suggestions: #1....
Apple’s new iPhone is unapologetically plastic. Are you flawsome?
Apple released the new version of the iPhone. Drumroll please, it's plastic (see launch video). To steal a line from a famous Breyers ice...
Paying it Forward: Gift with Purpose from Macys and ShotLife from wahlgreens
Pay it Forward is one of the 12 types of Purple Goldfish . Doing the little extras to give back to the community. Here...
A lesson from Harley-Davidson. What’s your brands Kodak moment?
My friend Kevin Kacin sends me following note: Stan, I was thinking about your purple goldfish recently when I ran across a picture that…
Service so great, its memorable
I had the honor of meeting Safelite CEO Tom Feeney and hearing him give the opening keynote at the CXPA Member Insight Exchange back...
Southwest steps up for the special need of a customer with Joy
One of the 12 types of purple goldfish is Special Needs. Companies that do a little extra for a customer who needs a little...
The Five Keys to Entrepreneurial Growth and the Importance of Differentiation
This post was originally posted on the site Entrepreneurs Questions: Your growth as an entrepreneur is similar to the growth of a goldfish. The average...
Book Review: ENGAGED! Outbehave your Competition to Create Customers for Life
ENGAGED! is a new book by Gregg Lederman of Brand Integrity has a simple overall premise, You need your employees to be engaged. Engaged employees share...
Beware of the signs: First impressions are everything
Sunday Spotlight: I wanted to share a sign I saw recently in the Pearl District in Portland, OR: "Remove hoods and / or dark glasses."...
Initiative is doing the right thing without being told. An attaboy for NationalGridUS
This is a short story shared by Ryan Macaulay. It's about his sister Sarah who lives in Massachusetts, Sarah had gas lines installed in their...
Saturday Spotlight: Autopark Honda and Preston Center Optometry
I had the opportunity to be WOW'ed with two examples of extra(ordinary) customer service in the past week. The first comes from Autopark Honda. This...
There’s NO such thing as meeting customer expectations; you either exceed them or you lose
I recently had the chance to sit down with Moe Abdou of 33 Voices. Here's a quote from Moe reflecting on our conversation: One of...
It’s Not Just a Cookie Doubletree, It’s a WARM Welcome and Stunning First Impression
I recently had the chance to stay at the Doubletree in Richmond. It was part of a family vacation to Virginia (Related Post: Colonial...
A Little Extra in the Bag Baby. Starbucks Gives Customer A Little Extra House on the House
I love Starbucks coffee. With one caveat. I love Starbucks coffee almost as much as I love free coffee. Imagine my delight when you...