Traditional marketing is fixated on the eyes and ears of the prospect. But it‘s customer experience that drives referrals. We make brands remarkable by showing them how to stand out in ways that customers can’t help but talk about.
Finding new customers requires significant investments across multiple channels. If your business really wants to grow profitably, the most efficient use of your resources should focus on increasing the lifetime value of existing customers and having those happy customers become your brand ambassadors to their friends, families and colleagues!
HAPPY CUSTOMERS BENEFIT YOUR BUSINESS IN THREE WAYS
- They buy more from you.
- They buy more frequently from you.
- They tell their friends to buy from you.
So how do you make existing customers happier? You realize that, from the customers’ standpoint, there’s no such thing as “meeting expectations.” Your only two options are to deliver less than they’d like, or more than they’d like. Choose “more" and transform your current transactional relationships with customers to wonderfully experiential.
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HAVE YOU HEARD ABOUT THE GOLDFISH?
“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
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I speak on topics related to loyalty, retention, culture and design. I have collected thousands of case studies and will customize my presentation to meet your organization’s specific needs. My goal is to share the key messages you want to communicate and the outcome you want to create.
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