Customer Experience

Reach the Hearts and Minds of Your Customers

How do you keep up with ever-increasing customer expectations?

 

By doing the little things that help you stand out in a sea of sameness. Our customer experience programs inspire organizations to do just that.

Customer Experience

Reach the Hearts and Minds of Your Customers

How do you keep up with ever-increasing customer expectations?

By doing the little things that help you stand out in a sea of sameness. Our customer experience programs inspire organizations to do just that.

Purple Goldfish Keynote

Little Things Make the Biggest Difference in Customer Experience

Overview


Your brand’s customer experience will determine whether you thrive and profit or struggle and fade in business. The little things can make a big difference. In this keynote presentation or workshop, Stan shares the key ingredients of creating signature added value. He shares the 12 different types of purple goldfish in the two main categories of value and maintenance.

Objectives


As a result of this keynote session, participants will:

Tools: Get equipped with the 3D process for customer experience.

Skills: Understand how to do the little things to drive value or reduce customer effort.

Empathy: Gain a deeper appreciation for the need to exceed customer expectations.

Audience


This keynote is for senior management, managers and frontline staff who want to improve customer retention, drive differentiation and promote word of mouth advocacy.

Attendees Learn


Actionable ways to improve the customer experience.

Pink Goldfish Keynote

Amplifying Weirdness and Embracing Weakness to Stand Out in Business

Overview


True differentiation in business is rare. We are now living in an age of equivalency. Businesses need to find ways to stand out. This keynote presentation shows the seven ways to leverage what makes you unique and wonder-full in business.

Objectives


As a result of this keynote session, participants will:

Tools: Get equipped with how to uncover weakness and weirdness in their DNA.

Skills: Understand how to design in order amplify uniqueness.

Empathy: Gain a deeper appreciation for the need to exceed customer expectations.

Audience


This keynote is for senior management, managers and frontline staff who want to improve customer retention, drive differentiation and promote word of mouth advocacy.

Attendees Learn


Actionable ways to enhance positioning in the marketplace.

Blue Goldfish Keynote

Using Technology, Data and Analytics to Drive Differentiation and Advocacy

Overview


According to a recent study, 76% of customers expect brands to understand their individual needs. In his keynote, best-selling author and Forbes contributor Stan Phelps will make the business case for leveraging technology, data and analytics to create a competitive advantage and increased customer loyalty. He’ll share cutting edge examples and insights from the Blue Goldfish Project.

Objectives


As a result of this keynote session, participants will:

Tools: Get equipped with the 3 R’s to leverage technology.

Skills: Understand how to turn insights into actions.

Empathy: Gain a deeper appreciation for the needs and desires of customers using analytics.

Audience


This keynote is for senior management and managers who want to improve loyalty and advocacy to creative a competitive advantage.

Attendees Learn


Actionable strategies to turn big data into useful data.

Green Goldfish Keynote

Going Beyond Dollars to Drive Employee Engagement and Reinforce Culture

Overview


Happy engaged employees create happy enthused customers. In this keynote or workshop, I share the 15 types of green goldfish, little extras for employees such as onboarding, time away, team building, flexibility, recognition and empowerment.

Objectives


As a result of this keynote session, participants will learn:

Tools: Get equipped with the 3D process for employee experience design.

Skills: Understand how to develop programs that address basics, belonging and building.

Empathy: Gain a deeper appreciation for the needs, desires and expectations of employees.

Audience

This keynote is for senior management and managers who want to improve retention and drive employee advocacy. This program speaks to the importance of placing an emphasis on employees in order to create happy enthused customers.

Attendees Learn


Actionable ways to improve the employee experience.

Books & Articles

The content that fuels our Keynote

Purple Goldfish Hall of Famer–Pizza Shuttle

Purple Goldfish Hall of Famer–Pizza Shuttle

Hall of Fame Class of 2012–Pizza Shuttle I'm pretty sure everyone loves pizza. There are just so many ways that you can enjoy it. A variety of crusts, toppings, sauces, and servings really can make just about anyone happy. Plus, because there are so many different...

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Purple Goldfish Hall of Famer–Ikea

Purple Goldfish Hall of Famer–Ikea

  I still remember the first time I walked into IKEA. Let's just say that I once thought walking into Target was going to be a suck on my wallet. Of course, as anyone who has been to IKEA knows, there are ample opportunities to furnish your place for so little money....

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Customer Service is Improved by Matchmaking

Customer Service is Improved by Matchmaking

“Your call may be recorded for training and quality purposes.” We’ve all heard this before. Companies use call center recordings for training and compliance purposes. But imagine a solution that uses technology, data and analytics in real-time to automatically match...

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Personalized Marketing Solutions

Personalized Marketing Solutions

You might have noticed that I talk a lot about customer experience. Perhaps this is because of how important the experience of your customer is–but how little time companies seem to put into making customer experiences special. One thing I've noticed is that over the...

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Reach the hearts and minds of your customers, prospects, and employees by doing the little extras that make a big difference.


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