by Stan Phelps | Jul 15, 2022 | Purple Goldfish
Ten years ago Brandon Cook was visiting his grandmother in the hospital. The prognosis was dire…Brandon’s grandmother had pancreatic cancer and was down to her last few days.One of the horrible side effects of pancreatic cancer is that you get to the point where...
by Stan Phelps | Jul 5, 2022 | Purple Goldfish
Moments matter. Little things that create delight in the customer experience can be revenue gold…Research shows that companies focus 80% of their time on fixing problems instead of only 20% on creating peak moments. Peak moments matter because they hold value...
by Stan Phelps | Jun 22, 2022 | Purple Goldfish
Last week I wrote about Chewy and the special way they treated a customer at the end of Gus’ life. It was a great example of the Peak-End Rule. Nobel Prize Winner Daniel Kahneman coined the Peak-End Rule. It is based on his belief that we judge our past...
by Stan Phelps | Jun 21, 2022 | Purple Goldfish
Great customer service story from Chewy. And what I love the most is that it’s not a random act of kindness from the brand.My friend Joshua Crum shared a tweet from Anna Brose. She tweeted this on Tuesday night:”I contacted @Chewy last week to see if I...
by Stan Phelps | May 5, 2022 | Purple Goldfish
In 2008, I was working as part of the leadership team for an experiential marketing agency. We created larger-than-life product launches, PR stunts, sponsorship activations, and mobile tours. The goal was to create brand experiences that drove impressions (eyeballs)...