Bøger af Stan Phelps

What's Your Golden Goldfish is based on the simple premise that all customers and employees are not created equal. For most businesses, 80% of profitability is driven by the top 20% of customers and employees. These are simply your "Vital Few." The book focuses on 9 different ways to do the "little extras" to promote customer advocacy and drive employee engagement with these key stakeholders.The Golden Goldfish is the third book in the goldfish trilogy. The first book was an Amazon Best Seller entitled, What's Your Purple Goldfish. Purple focused on customers. The second book, What's Your Green Goldfish focused on employees. The trilogy of books are based on crowdsourcing projects of over 2,200 examples.

What's Your Purple Goldfish is about differentiation via added value. Marketing to your existing customers via G.L.U.E. (giving little unexpected extras). The end result is increased sales, happier customers and positive word of mouth. Praise for WYPG? "In business you must do something that's above and beyond what's expected. Phelps shows the ingredients behind creating signature extras that are unconventional and innovative. Every business should be asking themselves, "What's our Purple Goldfish?" -Tony Hsieh, NY Times bestselling author of "Delivering Happiness" and CEO of Zappos.com, Inc. "Influence isn't a score, it is the ability to cause, effect or change behavior. Phelps shows marketers how to add that 'little something extra' that influences consumer behavior and drives word of mouth." - Brian Solis, Author of The End of Business as Usual, Named a Top 2011 Business Book by Publisher's Weekly "What's Your Purple Goldfish? is the new benchmark for customer service and experience excellence. The single source for numerous concepts and innovations that can help build the foundation for a world class brand! (I just hope my competition doesn't find this book.)" - Chris Zane, Author of Reinventing the Wheel - The Science of Creating Lifetime Customers "Stan's approach of delivering the unexpected, lagniappes, is a great way to break from the pack and instill a mindset of customer delight across your company." - Bruce Temkin, Author of The 6 Laws of Customer Experience "Your project has been an inspiration. I've talked about it many times, and included links in my articles. CEM can be complicated, but your examples show that with some creativity, companies can stand out by doing a little something extra." - Bob Thompson CEO of CustomerThink.com, the world's largest community dedicated to customer-centric business, Author of CrowdService: Harnessing the Wisdom of Crowds in Customer Service and Support "What's Your Purple Goldfish? busts a myth and reveals a simple truth about customer service. Stan uncovers the recipe for creating signature added value that increases customer satisfaction and drives positive word of mouth." - Barry Moltz, Author of Bounce, Crazy and B-A-M "What's Your Purple Goldfish? is unique in that it doesn't leave you asking 'Now what?' after you've read it. It's filled with actual illustrations of what successful businesses are doing right now to differentiate themselves and add value to their customers' experiences." - Steve Curtin "What's Your Purple Goldfish? is a great guidebook full of real-world examples business owners can use to increase great experiences to delight and surprise their customers. Read this book before your competitors do or be left in the dust." - Phil Gerbyshak, Author / co-author of 10 Ways to Make it Great! and #Twitterworks "I have been a huge fan and contributor to The Purple Goldfish Project since inception because many companies talk about being 'customer centric' but few actually are. This project is a reflection of all those great companies that are getting it right every day, winning the hearts and minds of their customers one customer at a time!" - Paul Dunay, Author of Facebook Marketing for Dummies "At the heart of the marketing lagniappe concept lies the truth that we cannot simply meet the expectations of customers. Every experience starts with a person who had a need they would trade something of value to have solved. Lagniappe can create the difference between needs not solved or solved poorly, and needs solved so well we happily tell others of the experience. Purple Goldfish, crafted wisely in customer experiences, can be the difference between mediocre and great business performance." - Linda Ireland, Author of Domino: How Customer Experience Can Tip Everything In Your Business Toward Better Financial Performance How do you stand out in a sea of samen

Are you looking to stand out from your competition? Uhh, is that even a question? Of course, you are! Unfortunately, nearly every other marketer is, too... So, how can your brand stand out in a sea of sameness?Purple Goldfish 2.0 is not your ordinary business book. It fundamentally aims to change the paradigm of what we do in business and how we do it. It offers 10 ways to attract raving customers. Purple represents "a little extra" whereas the goldfish stands for "differentiation." A Purple Goldfish is defined as any time a business purposely goes above and beyond to provide a little something extra to differentiate the experience and honor the relationship. It's a marketing investment back into your customer base. It's that unexpected surprise that's thrown in for good measure to achieve product differentiation, drive retention, and promote word of mouth. Why this book is needed?We've lost focus in marketing. We've been so laser-focused on automating our marketing to prospects that we've forgotten to deliver an exceptional experience once they've become customers. Advertising is no longer the answer. Traditional media is expensive, fragmented, and for the most part ineffective. Customer support is non-existent. We're too busy outsourcing it. We've developed complex loyalty programs that confuse customers and only promise future benefits. What we really need is a concept that differentiates our brand, promotes retention, and generates word of mouth at the time of purchase. We call that concept a Purple Goldfish.Call to ActionYour brand today is no longer just what you tell people it is. It's what your customer experiences, how they feel, and, most importantly-what they tell others about that experience." The entire premise of Purple Goldfish 2.0 is that the customer must come first. Customer experience should be the biggest priority. Stop focusing on "the two in the bush" (prospects) and take care of "the one in your hand" (your customer). Take care of the customers you have. When you provide them with a memorable experience, they'll bring you the customers you want.The book is broken up into three main parts: Part 1 - (The Why) The case for focusing on customer experience.Part 2 - (The What) 10 types of Purple Goldfish in the categories of value and maintenance.Part 3 - (The How) The four-step I.D.E.A. process for creating a Purple Goldfish.Praise for Purple Goldfish 2.0: "Stan, I loved Purple Goldfish, and now with the addition of Evan Carroll, you've improved on a masterpiece. You guys have hit the nail on the head. You've captured the essence of what marketing is all about."- Stew Leonard, Founder of Stew Leonard's and author of My Story"Purple Goldfish 2.0 is the new benchmark for customer service and experience excellence. The single source for numerous concepts and innovations that can help build the foundation for a world-class brand! (I just hope my competition doesn't find this book!)"- Chris Zane, Founder and President of Zane's Cycles and author of Reinventing the Wheel"If an experience wasn't shared online, did it even happen? Stan and Evan share the importance of shared experiences in CX and marketing and how to make sure customers are happy at every step."- Brian Solis, digital anthropologist, best-selling author, Lifescale: How to Live a More Creative, Productive and Happy Life

Unlocking the 15 Keys to Employee EngagementGreen Goldfish 2.0 is based on the simple premise that employees are the key drivers of customer experience and that "Happy Employees Create Happy Customers." The book focuses on 15 different ways to drive employee engagement and reinforce a strong corporate culture. The book is based on the findings of the Green Goldfish Project, an effort which crowdsourced over 1,001 examples of signature added value for employees. Key themes emerged from the Project and the book is filled with over 200 examples.Creating Green Goldfish in your organization provides three benefits: 1. Differentiation - Doing little extras provide a tangible way to stand out in a sea of sameness. The little extra gives the company a "remark"able difference or set of signature differences. 2. Retention - If you keep employees happy, they tend to stick around longer.3. Word of mouth - By creating a culture that attracts talent, you can become a desired place to work. The result is that you'll get more "A" players.The book is broken into three main sections: Section I: Here we outline the "Why"This part of our book explores the reasons for focusing on engagement and where the metaphor of a Goldfish originated.Section II: This is where we explore the "Ingredients"We'll uncover the five R.U.L.E.S. for creating a Green Goldfish: Relevant, Unexpected, Limited, Expressive and Sticky.Section III: The "What"Here we share the 15 different types of Green Goldfish and the categories they fall under: the three B's: Building, Belonging, and Becoming.Praise for Green Goldfish 2.0: "So often overlooked, and so very vital to building company value... empowering employees to support each other and the brand. Green Goldfish 2.0 will walk you step-by-step through achieving this critical goal." - TED RUBIN, AUTHOR OF RETURN ON RELATIONSHIP"Green Goldfish 2.0 shows how to manage employees by commitment and not control. Bravo!" - BARRY MOLTZ, AUTHOR OF BAM, BOUNCE, AND GETTING BUSINESS UNSTUCK"Green Goldfish 2.0 takes customer service to a whole new level by focusing on EMPLOYEE service, and how to do well by your employees - so they take care of your customers. Packed with stories, insights and R.U.L.E.S. any company can follow, this book is a must-read for managers of companies of all shapes and sizes who know that employees don't leave jobs--they leave managers, especially when they don't feel your love and appreciation. Pick this up, and start engaging your team and making more GREEN!" - PHIL GERBYSHAK, AUTHOR OF THE NAKED TRUTH OF SOCIAL MEDIA

Ready to Stand Out in a Sea of Sameness?Companies need to stand out in a crowded marketplace, but true differentiation is increasingly rare. Based on over 200 case studies, Pink Goldfish provides an unconventional seven-part framework for achieving competitive separation by embracing flaws, instead of fixing them.Pink Goldfish is broken into three main sections: Section I outlines the "Why"It explores the need to embrace weirdness and amplify weakness to differentiate in business. We reveal how everything we've learned about weakness is wrong. We'll show how every weakness has a corresponding strength. We examine the seven reasons to embrace weirdness. The section ends with an explanation of our metaphor of the pink goldfish where we'll share the symbolism of the goldfish and the reasoning behind the color pink.Section II showcases the "What"We examine the concept of being F.L.A.W.S.O.M. This is the idea of embracing your flaws. You can succeed because of your flaws, not despite of them. We use F.L.A.W.S.O.M. as our acronym for the seven types of pink goldfish. We share our flaunting matrix and each pink type: Flaunting, Lopsiding, Antagonizing, Withholding, Swerving, Opposing, and Micro-weirding. This section points out the ways to stand out by doing more of what makes you weird and less of what makes you normal in business.Section III explains the "How"Here we share the process of finding your own pink goldfish. We delve into the four A's. The first A is assess, and it involves understanding what makes you weird or weak. The second A is appreciate. Appreciation is accepting and taking ownership of your uniqueness. The third A is amplify. Amplification is the process of turning up the dial to bring your differentiation to life. The final A is align. Aligning involves looking at those areas of weirdness and weakness that resonate with your customer and create meaningful differentiation. Praise for Pink Goldfish: "Don't hide the weird and the wacky parts of your organization. Use them to stand out from the crowd. Forget about strengths (or set them to the side for a minute). Leverage your weaknesses into the unique qualities that set you apart. These are the core messages of this smart book... Think about it. All the other goldfish are, well, gold. Imagine how you might thrive as the only pink goldfish in the pond."-- Daniel Pink, author of WHEN and DRIVE"Packed with incredible examples, this book will have you spotting Pink Goldfish everywhere, and inspire you to breed your own, ASAP!" -- Jay Baer founder of Convince & Convert and author of Hug Your Haters and Talk Triggers"Pink Goldfish offers a smart, powerful, and vibrant framework for any company that wants to stand out. Filled with fascinating case studies, this book shows how businesses can turn perceived flaws into strengths and connect authentically with their customers." -- Dorie Clark, author of Reinventing You and Stand Out, and adjunct professor, Duke University Fuqua School of Business

Purpose is changing the way we work and how customers choose business partnersRed Goldfish is the fifth color in the Goldfish Series of books. It focuses on how purpose is driving loyalty and becoming the ultimate differentiator in business. The book shares over 100 cutting edge examples and reveals the eight purpose archetypes. It shows how businesses can embrace purpose to drive employee engagement, fuel the bottom line, and make an impact on the lives of those it serves.This book is broken into three main sections: Section I - will explore how business is evolving and the importance of putting purpose first.Section II - uncovers the eight pur­pose archetypes: The Protector, The Liberator, The Designer, The Guide, The Advocate, The Challenger, The Unifier, and The Master.Section III - shares how to define your purpose and create the little things that bring it to life.Praise for Red Goldfish: "In Red Goldfish, Stan Phelps and Graeme Newell make the case that business needs to evolve into a purpose-first mindset. They demonstrate how companies can embrace both purpose And profit. The book underscores that actions speak louder than words. Businesses need to do the little things (Red Goldfish) to bring purpose to life." -- David Howitt, author of Heed Your Call

How do you become one of the few organizations or individuals that become extraordinary?How can you succeed where most organizations fail? The goal of P!NK GOLDF!SH 2.0 is to help you to compete more effectively by becoming truly different. Based on over 400 case studies, the book provides an unconventional eight-part F.L.A.W.S.O.M.E. framework for achieving competitive separation by embracing flaws, instead of fixing them.P!NK GOLDF!SH 2.0 is broken into three main sections: Section I outlines the Why.It explores the need to embrace weirdness and amplify weakness to differentiate in business. We reveal how everything we've learned about weakness is wrong. We show how every weakness has a corresponding strength. We examine the seven reasons to embrace weirdness. The section ends with an explanation of our metaphor of the Pink Goldfish. We'll share the symbolism of the goldfish and the reasoning behind the color pink.Section II showcases the What.Here we examine the concept of being F.L.A.W.S.O.M.E. This is the idea of embracing your flaws. You can succeed because of your flaws, not despite them. We use F.L.A.W.S.O.M.E. as our acronym for the eight types of Pink Goldfish. We share our flaunting matrix and each type: Flaunting, Lopsiding, Antagonizing, Withholding, Swerving, Opposing, Micro-weirding, and Exposing. This section points out the ways to stand out by doing more of what makes you inherently imperfect, and intentionally less of what others consider normal and strong in business.Section III explains the How.Here we share the process of finding your own Pink Goldfish. We delve into the six A's. The first A is Assess, and it involves understanding what makes you imperfect. The second A is Appreciate. Appreciation is accepting and taking ownership of your uniqueness. The third A is Align. Aligning is about finding those areas of weirdness and weakness that resonate with your customer and create meaningful differentiation. The fourth A is Amplifi. Amplification is the process of turning up or turning down the dial to bring your differentiation to life. The fifth A is Augment. Augmenting is combining two or more strategies to become even more unique. The sixth and final A is Attack. Attack will provide insight on how to exploit the weaknesses of your competition.Praise for P!NK GOLDF!SH 2.0: "Don't hide the weird and the wacky parts of your organization. Use them to stand out from the crowd. Forget about strengths (or set them to the side for a minute). Leverage your weaknesses into the unique qualities that set you apart. These are the core messages of this smart book... Think about it. All the other goldfish are, well, gold. Imagine how you might thrive as the only pink goldfish in the pond."- Daniel Pink, author of WHEN and DRIVE"Packed with incredible examples, this book will have you spotting Pink Goldfish everywhere, and inspire you to breed your own, ASAP!" - Jay Baer, founder of Convince & Convert and author of Hug Your Haters and Talk Triggers"Pink Goldfish offers a smart, powerful, and vibrant framework for any company that wants to stand out. Filled with fascinating case studies, this book shows how businesses can turn perceived flaws into strengths and connect authentically with their customers." - Dorie Clark, author of Reinventing You and Stand Out, and adjunct professor, Duke University Fuqua School of Business