Five minutes with a CEO on customer experience . . . what would you ask?


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You have 5 minutes with a CEO. 300 ticks of the clock. What question or questions do you pose about customer experience? This was the topic of the weekly #custserv chat last week (#custserv on Tuesday at 9 PM EST).

There were plenty of strong questions and topics that were raised over the hour. Here was the tweet I offered:

Q to CEO: How do you stand out in a sea of sameness? What is your one signature differentiator in customer experience? #custserv

Instead of being a ‘me too’, what is the one special thing our company does that is superior and distinctive in the eyes of our customers? What is that little something extra that we add that is tangible, valued and talkable?

What do we hang our hat on? Do we do anything to stand out from our competition?

What is our warm signature Chocolate Chip Cookie like Doubletree?

What is our ‘Bags Fly Free’ value like Southwest?

What is our free peanuts and bonus fries like Five Guys?

What is our free shipping upgrade to overnight like Zappos?

Where is our ‘penny arcade’ in the lobby like TD Bank?

What is our purple goldfish?

Today’s Lagniappe – a video that poses the question, “Blanding or Branding?”:

Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.

Where is the lagniappe in your marketing? What’s Your Purple Goldfish?

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Republished with author's permission from original post.

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.


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