Stan Phelps - Attract Raving Customers With a Differentiated Customer Experience

SIMPLE brand With Matt Lyles

In this week’s episode of the SIMPLE brand podcast, I talk with Stan Phelps, author of Purple Goldfish 2.0!

Stan’s the founder of Purple Goldfish think tank.

And Stan’s the bestselling author of the Goldfish series of books. That’s 13 books that focus on all the various ways to help brands drive differentiation, increase loyalty, and promote positive word of mouth.
If you want to brand out from the crowd, it's not going to happen through your product or pricing. It's going to happen through the differentiated experience you deliver.

And a differentiated experience isn't just about what you say. It's about WHAT you do and, more importantly, HOW you do it and WHY you do it.

Some of the topics we discuss include:

• The companies that win don’t put their customer first. They focus on engaged employees to deliver a remarkable customer experience
• The same five reasons that drive a goldfish to grow are the same reasons your business will grow
• How the New Orleans creole concept of lagniappe can help you differentiate your brand
• There’s no such thing as meeting customer expectations
• How to understand our customer’s expectations and how to exceed them
• Improving the customer experience through gaps or opportunities
• Offering free samples to existing customers is more valuable than offering them to potential customers
• Improving the customer experience through gaps or opportunities
• The missed opportunities that too many brands don’t take with referrals and word-of-mouth marketing

RESOURCES FROM THIS EPISODE:

• Stan's site
• Stan's book - Purple Goldfish 2.0
• Stan on LinkedIn