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Ep 92 : Stan Phelps on Differentiated Customer Experience to Drive Loyalty & Growth
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What are the 10 keys to creating a differentiated experience ? What is the metaphor of goldfish that has inspired your book series?
What are the key learnings from your book Pink Goldfish OR How does one defy normal, exploit imperfections and captivate customers ? How do your flaws make you awesome?
How can we contribute to the happiness of customers, employees, and society ? How can Happiness be the ultimate currency in business?
What is G.L.U.E. in context of differentiation via added value?
How can little things add value or make it easier for customers? What could be these little things, please explain with examples
Stan answers the above questions and many more as he conducts a masterclass on creating a differentiated customer experience. Stan Phelps is a Forbes Contributor, TEDx Speaker, IBM Futurist, Certified Speaking Professional, and best-selling author of the Goldfish Series. He is also an Instructor for the ANA School of Marketing and Rutgers Business School.
Please visit his website https://stanphelps.com/
Connect with Stan on Linkedin https://www.linkedin.com/in/stanphelps/
Email him at [email protected]
Jagged with Jasravee is facilitated by Jasravee Kaur Chandra, Director- Brand Building, Research & Innovation at Master Sun, Consulting Brand of Adiva L Pvt. Ltd. Jasravee has over 20 years experience as a Strategic Brand Builder,Communications Leader and Entrepreneur.
Please visit Jasravee at https://jasravee.com/
Connect with Jasravee on Linkedin at https://www.linkedin.com/in/jasravee/
Email Jasravee at [email protected]
00:00 Preview & Introduction to Stan
02:32 Goldfish as a Metaphor of Growth - Five Reasons Why Goldfish Grows -
10:25 Differentiated Experience -Referred Customer is 4X Valuable
13:25 Purple Goldfish - Finding Ways of Differentiating Experience 'Signature Extras' - Warm Chocolate Chip Cookie by Double Tree Hotel by Hilton
17:59 Sampling as a Way of Demonstrating Additional Capabilities to Current Customers -Izzy’s Ice Cream Mini Scoop
21:20 How do your Flaws Make You Awesome OR FLAWSOME - Buckley's Cough Syrup
27:25 Antagonizing Some Customers- Alamo Drafthouse Cinema
30:25 Exposing Yourself - Snowbird Ski resort in Utah
34:45 Differentiation Strategies - Cow , Peacock, Zebra, Polar Bear
39:56 Being Unique & The 6 As of Uniqueness
44:19 Business 5.0 OR Putting Happiness to the Centre of Business - Southwest Airlines, GE MRI Machine Experience
55:10 3 Rs of Differentiation - Cross Selling Different Products at Different Life Stages -Westpac Bank, Australia
58:32 Talent Show - Bar Tricks
01:01:04 Rapid Fire - Personally Speaking with Stan Phelps
01:02:28 Connecting with Stan Phelps
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