Helping Companies Get Closer to the Hearts of Their Customers and Employees
Here is the purpose of the Goldfish Series of Books: Help companies get closer to the hearts of their customers and employees.
There are currently six Goldfish colors. Each represents a different focus:
Let’s look at each of the six colors individually.
PURPLE GOLDFISH: LITTLE THINGS MAKE THE BIGGEST DIFFERENCE IN CUSTOMER EXPERIENCE
Purple Goldfish was the first book in the Goldfish Series. It examines the little things that make a big difference in customer experience. Purple uncovers the key ingredients of creating signature added value. The book is based on over 1,000 examples from the Purple Goldfish Project, showcasing 12 different types of purple goldfish in the two main categories of value and maintenance. Little extras such as the importance of follow up and how to handle mistakes. There are two Purple Goldfish books. The original and a version focused on Hotels, Restaurants, and Airlines co-authored with Brooks Briz called, Purple Goldfish – Service Edition.
TAKEAWAY: Actionable ways to improve the customer experience
GREEN GOLDFISH: GOING BEYOND DOLLARS TO DRIVE EMPLOYEE ENGAGEMENT AND REINFORCE CULTURE
Green Goldfish was the second book in the Goldfish Series. When writing Purple, it became evident that the companies that did the little extras for customers also applied the same concept for their employees. The book uncovers the fact that you can’t have happy enthused customers without happy engaged employees. Based on a collection of our 1,000 examples the Green Goldfish Project, Green shares 15 types of green goldfish. They are little extras for employees such as onboarding, team building, flexibility, recognition, pay it forward, and empowerment.
TAKEAWAY: Actionable ways to improve the employee experience
Photo Credit: Alana Jane Gifts
GOLDEN GOLDFISH: TAKING CARE OF YOUR MOST IMPORTANT CUSTOMERS AND EMPLOYEES
Golden Goldfish finished the original trilogy of Goldfish books. It was based on the simple fact that eighty percent of your profitability is driven through the Top 20 percent of customers and employees. These are your vital few. You don’t treat all customers and employees the same, you treat them all fairly. Golden shares nine different key drivers of overall performance from over 200 examples in the Golden Goldfish Project.
TAKEAWAY: Actionable ways to improve the customer and employee experience for your top 20%
BLUE GOLDFISH: USING TECHNOLOGY, DATA, AND ANALYTICS TO DRIVE DIFFERENTIATION AND CUSTOMER ADVOCACY
Blue Goldfish is the fourth book in the Goldfish series. According to a recent study, 76% of customers expect brands to understand their individual needs. Blue Goldfish makes the business case for leveraging technology, data, and analytics to create a competitive advantage and increased customer loyalty. It shares cutting edge examples and insights from over 300 examples from the Blue Goldfish Project.
TAKEAWAY: Actionable strategies to turn big data into useful data to improve the customer experience
RED GOLDFISH: BECOMING A FOR-PURPOSE BUSINESS TO WIN THE HEARTS OF EMPLOYEES AND CUSTOMERS
Red Goldfish will be the fifth book in the Goldfish series. It reveals how purpose is changing the way we work and how customers choose business partners. By 2020, there will no longer be a distinction between for profit and non-profit companies. Businesses will either be seen as “for-purpose” or “not for purpose.” In the book Stan Phelps and Graeme Newell share lessons from the Red Goldfish Project. Cutting edge examples that reveal the five ways businesses can embrace purpose to drive employee engagement, fuel the bottom line, and make an impact on society.
TAKEAWAY: Actionable ways to leverage purpose for all stakeholders in the business
PINK GOLDFISH: AMPLIFYING WEAKNESS TO STAND OUT IN A SEA OF SAMENESS
Pink Goldfish will be the sixth book in the Goldfish series. It is based on the simple concept that what makes us weak also makes us strong. Smart businesses don’t shy away from weakness, they double-down and amplify them to differentiate themselves in the marketplace. The book by Evan Carroll and Dave Rendall will share lessons from the Pink Goldfish Project, showing business that what makes you weird is what also makes you wonderful.
TAKEAWAY: Actionable ways to differentiate yourself in business Today’s Lagniappe (a little something extra thrown in for good measure) – here is a video by Stan Phelps that describes some of the concepts around the Goldfish series: