United Breaks Guitars . . . 10 million reasons why Customer Experience is Vital


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An Interview and a Purple Goldfish from Dave Carroll of ‘Sons of Maxwell’

I’m at the NewComm Forum in San Mateo, CA. Dave Carroll was one of the keynote speakers for the conference. In case you live under a rock, Dave is from Halifax, Nova Scotia and became a YouTube sensation less than a year ago.

Here is my interview with Dave. He discusses ‘United Break Guitars’, his new mission and a funny example of a ‘purple goldfish’ (a little something extra thrown in to surprise and delight):

Dave is a superb example of why customer experience is absolutely vital. One of the sessions at the conference revealed a telling stat about word of mouth and customer experience:

– A customer with an OK experience will tell on the average 2 people

– A customer with an ‘above and beyond’ experience will tell on the average 10 people

– A customer with a BAD customer experience will tell on the average 20 people

I’d like to add one more:

– A customer with creativity, musical skills and a really bad customer experience will tell tens of millions

Today’s Lagniappe (a little something extra) – Here is the example Dave shared for the Purple Goldfish Project:

#340. Dave’s Mom Sharon manages all of the sales of his CD’s. She would knit a dishcloth for fans who bought 3 CD’s. This wasn’t advertised. Imagine the surprise when a fan receive it in the mail with their CD order.

If you haven’t seen Dave’s video (over 8.5 million views) here is the link: http://www.youtube.com/watch?v=5YGc4zOqozo

Bonus Lagniappe – The conference started yesterday with this video called ‘The New Dork’. Very, very funny.

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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