CONTRIBUTOR

Stan Phelps

I write about the future of CX, Tech, and Employee Engagement

I’m an author, keynote speaker, and workshop facilitator focusing on customer experience, employee engagement, technology, and purpose at PurpleGoldfish.com. I have a JD/MBA with over 25 years of agency and brand experience. I am looking to shift a business paradigm: Focusing on the customer and their experience, instead of the chasing the prospect. I also believe you can’t have happy enthused customers without happy engaged employees. Culture is an ongoing commitment, not a campaign. My six books about customer experience and employee engagement are called Purple Goldfish, Green Goldfish, Golden Goldfish, Blue Goldfish, Purple Goldfish Service Edition, and Red Goldfish. They all focus on the little ways to drive differentiation, increase loyalty, and promote positive word of mouth. I am based at The Frontier in Research Triangle Park, North Carolina. You can email me at stan@purplegoldfish.com or call me at +1.919.360.4702.

  • 最悪の顧客体験にどう対応するか ユナイテッド騒動から学ぶ5つの教訓

    ほとんどの人は、先日ユナイテッド航空3411便で起きた騒動についてご存知だろう。搭乗済みの乗客が意思に反した降機を求められ、最終的には強制的に引きずり降ろされた事件だ。デビッド・ダオ医師が被害者となったこの事件はインターネットで拡散し、非難と抗議の的となった。この恐ろしい顧客体験から学べる教訓が5つ ...