Exceeding expectations: The new model for customer service

Exceeding expectations: The new model for customer service

In this session:

The key to ‘word of mouth’ is creating an experience that makes people talk. Learn the new model for customer service and how exceeding expectations is the new norm.

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

About Stan Phelps
Stan Phelps is a Forbes Contributor, IBM Futurist and TEDx Speaker. His keynotes and workshops offered at PurpleGoldfish.com focus on how to create meaningful differentiation to win the hearts of both employees and customers. The benefits are increased loyalty, retention and referrals.


He’s the best-selling author of:

  • Purple Goldfish -12 Ways to Win Customers and Influence Word of Mouth
  • Green Goldfish – Beyond Dollars: 15 Ways to Drive Employee Engagement
  • Golden Goldfish – The Vital Few
  • Blue Goldfish – Using Technology, Data, and Analytics to Drive Both Profits and Prophets
  • Purple Goldfish Service Edition – The 12 Ways Hotels, Restaurants and Airlines Win the Right Customers
  • Red Goldfish – Motivating Sales and Loyalty Through Shared Passion and Purpose

Connect with Stan at stan@purplegoldfish.com or +1.919.360.4702.