83: From Interruption Marketing to Differentiating with Service with Stan Phelps
Stan Phelps is a Forbes contributor, TEDx speaker, and IBM Futurist who focuses on customer experience and employee engagement that can drive differentiation, increase loyalty, and create word of mouth in business. He holds a JD/MBA from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School.
In this episode, we discuss how Stan became interested in the field of customer service, how he believes marketing should focus more on the customer\u2019s experience with your company or product, why he feels you either exceed someone\u2019s expectations or you fall short, why he wrote his \u201cGoldfish\u201d book series and what they cover, the two sides of the customer experience coin, what he hopes those attending his presentation at the Smart Customer Service Conference will walk away with, and more!
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