Stan Phelps
Founder of Purple Goldfish.com, TEDx speaker, Forbes contributor
and IBM futurist
@9INCHmarketing
Taking care ...
Taking Care of Your
Most Important
Customers & Employees
Stan Phelps, JD/MBA
PurpleGoldfish.com
GOLDEN GOLDFISH
80% of the land in Italy is
owned by 20% of the people
The vital few…
and the trivial
many
- Joseph Juran
Case Study:
Case Study: Velveeta
Velveeta Extensions $100 MM
WHY GOLD
AND WHY A
GOLDFISH?
WHY GOLD?
The “additional gift”or “to give more”
LAGNIAPPE
WHY GOLDFISH?
GIVE A LITTLE UNEXPECTED EXTRA
GUPPY LOVE
Average Goldfish
=
10 cm
Their Growth and Your
Business is Affected by Five
Factors:
1. SIZE OF THE BOWL = MARKET
2. AMOUNT OF OTHER GOLDFISH = COMPETITION
3. QUALITY OF THE WATER = ECONOMY
4. FIRST 12O DAYS = START-UP
5. GENETIC MAKE-UP = DIFFERENTIATION
9 Types of Golden Goldfish
1. Throw In’s
2. Added Service
3. Follow Up
4. Convenience
5. Handling Mistakes
Employees
Custo...
FINDING YOUR BEST
CUSTOMERS
Credit: Harvard Business Review Article, Yoon, Carlotti and Moore
Highly
Involved
Heavy
Users
...
1. Throw-ins (value)
Throw-ins
Added Service
Convenience
9 Types of Golden Goldfish
1. Throw-in’s
2. Added Service
3. Follow Up
4. Convenience
5. Handling Mistakes
Customers
Emplo...
Multipliers vs. Diminishers
Credit: Book, Multipliers by Liz Wizeman
Flexibility
1. Throw-ins (value)
Recognition
THINK OUTSIDE THE
BOWL
Thank You
stan@purplegoldfis
h.com
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
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Stan Phelps, Congreso DEC. Taking care of your most important customers and employees

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Presentación de Stan Phelps en el III Congreso Internacional sobre Experiencia de Cliente, organizado por la Asocación DEC.

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Stan Phelps, Congreso DEC. Taking care of your most important customers and employees

  1. 1. Stan Phelps Founder of Purple Goldfish.com, TEDx speaker, Forbes contributor and IBM futurist @9INCHmarketing Taking care of your most important customers and employees
  2. 2. Taking Care of Your Most Important Customers & Employees Stan Phelps, JD/MBA PurpleGoldfish.com GOLDEN GOLDFISH
  3. 3. 80% of the land in Italy is owned by 20% of the people
  4. 4. The vital few… and the trivial many - Joseph Juran
  5. 5. Case Study:
  6. 6. Case Study: Velveeta
  7. 7. Velveeta Extensions $100 MM
  8. 8. WHY GOLD AND WHY A GOLDFISH?
  9. 9. WHY GOLD?
  10. 10. The “additional gift”or “to give more” LAGNIAPPE
  11. 11. WHY GOLDFISH?
  12. 12. GIVE A LITTLE UNEXPECTED EXTRA GUPPY LOVE
  13. 13. Average Goldfish = 10 cm
  14. 14. Their Growth and Your Business is Affected by Five Factors:
  15. 15. 1. SIZE OF THE BOWL = MARKET
  16. 16. 2. AMOUNT OF OTHER GOLDFISH = COMPETITION
  17. 17. 3. QUALITY OF THE WATER = ECONOMY
  18. 18. 4. FIRST 12O DAYS = START-UP
  19. 19. 5. GENETIC MAKE-UP = DIFFERENTIATION
  20. 20. 9 Types of Golden Goldfish 1. Throw In’s 2. Added Service 3. Follow Up 4. Convenience 5. Handling Mistakes Employees Customers
  21. 21. FINDING YOUR BEST CUSTOMERS Credit: Harvard Business Review Article, Yoon, Carlotti and Moore Highly Involved Heavy Users S U P E R C O N S U M E R S
  22. 22. 1. Throw-ins (value) Throw-ins
  23. 23. Added Service
  24. 24. Convenience
  25. 25. 9 Types of Golden Goldfish 1. Throw-in’s 2. Added Service 3. Follow Up 4. Convenience 5. Handling Mistakes Customers Employees 6. Flexibility 7. Recognition 8. Training & Development 9. Empowerment Employees
  26. 26. Multipliers vs. Diminishers Credit: Book, Multipliers by Liz Wizeman
  27. 27. Flexibility
  28. 28. 1. Throw-ins (value) Recognition
  29. 29. THINK OUTSIDE THE BOWL
  30. 30. Thank You stan@purplegoldfis h.com

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