by Stan Phelps | Apr 2, 2024 | AI, Blue Goldfish, Customer Experience, Marketing
In the upcoming book, “Blue Goldfish 2.0,” Chuck Gallagher and I explore how AI can lead to more personalized, engaging, and efficient customer interactions.Looking at more than 400 case studies, we’ve uncovered 8 ways to utilize the transformative...
by Stan Phelps | Mar 28, 2023 | Customer Experience
A recent study by McKinsey & Company found that companies that improve the experience for current customers grow twice as fast as their industry peers. There were two of the stats that stood out to me: 1. Compensating for the value of one lost customer can require...
by Stan Phelps | Jan 3, 2023 | Customer Experience, Employee Satisfaction, Speaking
My word of the year is… Confession: I usually want to punch people in the throat when I hear the beginning of the sentence above. But, I’m going to make an exception in order NOT to be a hypocrite. Because I’ve picked one word. But mine isn’t...
by Stan Phelps | Sep 29, 2022 | Customer Experience, Purple Goldfish
Honored to be a guest of Bernie Borges of iQor on Episode 60 of the “Digitally Irresistible” podcast. Watch the episode here: Bernie and I talked about the I.D.E.A. framework for creating a differentiated experience (DX). I...
by Stan Phelps | Sep 27, 2022 | Customer Experience, Purple Goldfish
It’s no secret that Disney understands waiting. Karl Sakas shared an insight with me about the wait times at Disney Parks. As you enter a ride’s line, the current wait time is posted. As you wait, you pass signs that indicate the wait from your current position in...