Ep 92 : Stan Phelps on Differentiated Customer Experience to Drive Loyalty & Growth
What are the 10 keys to creating a differentiated experience ? What is the metaphor of goldfish that has inspired your book series?
\nWhat 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?
\nHow can we contribute to the happiness of customers, employees, and society ? How can Happiness be the ultimate currency in business?
\nWhat is G.L.U.E. in context of differentiation via added value?
\nHow can little things add value or make it easier for customers? What could be these little things, please explain with examples
\nStan 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.
\nPlease visit his website https://stanphelps.com/
\nConnect with Stan on Linkedin https://www.linkedin.com/in/stanphelps/
\nEmail him at stan@purplegoldfish.com
\nJagged 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.
\nPlease visit Jasravee at https://jasravee.com/
\nConnect with Jasravee on Linkedin at https://www.linkedin.com/in/jasravee/
\nEmail Jasravee at jasravee@theadiva.com
\n00:00 Preview & Introduction to Stan
\n02:32 Goldfish as a Metaphor of Growth - Five Reasons Why Goldfish Grows -
\n10:25 Differentiated Experience -Referred Customer is 4X Valuable
\n13:25 Purple Goldfish - Finding Ways of Differentiating Experience 'Signature Extras' - Warm Chocolate Chip Cookie by Double Tree Hotel by Hilton
\n17:59 Sampling as a Way of Demonstrating Additional Capabilities to Current Customers -Izzy\u2019s Ice Cream Mini Scoop
\n21:20 How do your Flaws Make You Awesome OR FLAWSOME - Buckley's Cough Syrup
\n27:25 Antagonizing Some Customers- Alamo Drafthouse Cinema
\n30:25 Exposing Yourself - Snowbird Ski resort in Utah
\n34:45 Differentiation Strategies - Cow , Peacock, Zebra, Polar Bear
\n39:56 Being Unique & The 6 As of Uniqueness
\n44:19 Business 5.0 OR Putting Happiness to the Centre of Business - Southwest Airlines, GE MRI Machine Experience
\n55:10 3 Rs of Differentiation - Cross Selling Different Products at Different Life Stages -Westpac Bank, Australia
\n58:32 Talent Show - Bar Tricks
\n01:01:04 Rapid Fire - Personally Speaking with Stan Phelps
\n01:02:28 Connecting with Stan Phelps
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