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.
Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
- 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. Taking Care of Your Most Important Customers & Employees Stan Phelps, JD/MBA PurpleGoldfish.com GOLDEN GOLDFISH
- 9. 80% of the land in Italy is owned by 20% of the people
- 10. The vital few… and the trivial many - Joseph Juran
- 12. Case Study:
- 15. Velveeta Extensions $100 MM
- 16. WHY GOLD AND WHY A GOLDFISH?
- 17. WHY GOLD?
- 19. The “additional gift”or “to give more” LAGNIAPPE
- 20. WHY GOLDFISH?
- 22. GIVE A LITTLE UNEXPECTED EXTRA GUPPY LOVE
- 25. Their Growth and Your Business is Affected by Five Factors:
- 26. 1. SIZE OF THE BOWL = MARKET
- 27. 2. AMOUNT OF OTHER GOLDFISH = COMPETITION
- 28. 3. QUALITY OF THE WATER = ECONOMY
- 29. 4. FIRST 12O DAYS = START-UP
- 30. 5. GENETIC MAKE-UP = DIFFERENTIATION
- 32. 9 Types of Golden Goldfish 1. Throw In’s 2. Added Service 3. Follow Up 4. Convenience 5. Handling Mistakes Employees Customers
- 33. 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
- 35. Added Service
- 36. Convenience
- 37. 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
- 38. Multipliers vs. Diminishers Credit: Book, Multipliers by Liz Wizeman
- 39. Flexibility