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.
3 Lessons from a Blue Umbrella: How Pixar Leverages the Power of Sampling
Ever since the release of A Bug's Life, Pixar has given film-goers a little something extra. They've leveraged the purple goldfish of sampling to existing...
Pushing the needle rackspace on customer satisfaction and employee engagement
In May, I had the opportunity to hear Ben Hart, the Senior Director of Customer Loyalty at Rackspace give a keynote. Ben spoke at...
The Goldfish Rule: Love your customers and employees as yourself. Give more than expected. Be remark-able
9 INCH marketing was founded in 2008 on the belief that "differentiation via added value" can be a game changing marketing strategy. Our aim is to shift...
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...
Saturday Spotlight on Restaurant Marketing: Two Guys Grille and Bella Monica
My antenna is always up when I go out to eat. Why? Because the service can make a huge difference. Attention to detail is...
Leveraging Unique Knowledge in Customer Experience and Planting the Seeds of Hospitality Hampton Inn
This past spring I traveled to Parsippany, NJ for a client meeting. Knowing I needed to navigate NYC bridges from Connecticut, I gave myself...
The 3 Keys to Building a Memorable Customer Experience, plus Colonial Williamsburg stays with you, even on Twitter
I recently returned from a short family vacation in Virginia. One on the highlights was a brief visit to Colonial Williamsburg. I was catching...
Delta Airlines nails it for employees, “Never let the rules get in the way of common sense”
Is Delta climbing higher? Delta Airlines recently released a :60 second spot called "Lines". The spot touches on the human factor at Delta. The voiceover...
Leadership in three words: Leaders Open Doors
Bill Treasurer, best-selling author of Courage Goes to Work has a simple message for today's leaders. To effectively lead, you need to open doors....
Outside In has a simple message: You need customers more than they need you
Outside In: The Power of Putting Customers at the Center of Your Business Outside In is a book by Harley Manning and Kerry Bodine of...
Beyond Expectations – Leveraging the Power of the Gift in Marketing and Sales
I recently read a fantastic article by Mark Bonchek of Orbit on HBR. Mark wrote about "How to Thrive in Social Media's Gift Economy."...
Top Restaurant Examples from Purple Goldfish including Five Guys, Rainforest Cafe and Maggiano’s
Dining out is the ultimate experience. A number of factors ontribute to the overall experience. More than just the food, things like service, surroundings...
Top B2B examples from the Purple Goldfish Project including FedEx, Disney and Wufoo
Leading brands that give a "little extra" BtoB Special thanks to Derek Bildfell for inspiring this post. I had a chance to connect with Derek...
15 Ways to Drive Employee Engagement and Reinforce Culture via the Green Goldfish
What's Your Green Goldfish Executive Summary Motivation for employees is sagging. Recent reports show that motivation has fallen off at more that half of...
9 Customer-Centric Marketing Lessons from Apple to Zappos
Unlocking the Keys to Loyalty and Word of Mouth Today's consumer is empowered. Companies need to differentiate themselves to stand out in a sea of...
7 Simple Ways to Raise Your #custserv from Ordinary to Extraordinary
Book review: Delight Your Customers by Steve Curtin Delight Your Customers is a new book on customer service (AMACOM) by Steve Curtin @enthused. The official...
Traditional Marketing is Dead
Customer-Centric Lessons from Wells Fargo, Disney, Five Guys and Zappos Tell and sell traditional marketing is dead. The doctor pronounced it D.O.A at 10:13 a.m....
5 Easy Ways to Increase Employee Engagement
The post was originally featured on James Lawther's Squawk Point: After studying 1,001 examples of companies that give little unexpected extras to employees, here are...
9 Keys to Winning the Hearts of Your Employees and Building a Strong Culture
Originally featured on MENG Blend: Making the Journey Motivation for employees is sagging. Recent reports show that motivation has fallen off at more that half...
At QSR’s, convenience is key to the customer experience
Lessons from McDonald's, Starbucks, Five Guys and Chick-fil-A There are two types of glue (giving little unexpected extras) in customer experience. Those that address value...