Creating WOW Stan Phelps Keynote November 2013 AENC M&CC
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Transcript of Creating WOW Stan Phelps Keynote November 2013 AENC M&CC
CREATINGMEMBER WOWLITTLE THINGS MAKE A BIG DIFFERENCE
STAN PHELPS@9INCHmarketing | #AENC
SHIFT FROM ACQUISITION
... TO DELIGHTING AND RETAINING MEMBERS
25% to 125%
4x’s
MOMENT OF TRUTH
MOMENT OF TRUTH
LITTLE
THINGS
CAN MAKE A
BIG DIFFERENCE
Examples are Great, But...
Why Purple Why Purple and Why a and Why a Goldfish?Goldfish?
GIVE A LITTLE UNEXPECTED EXTRA
GUPPY LOVE
DEFINITION OF LAGNIAPPE
‘The Gift’ or ‘To Give More’
lagniappe (lãn-yãp)
Throw-InsThrow-Ins
Throw-InsThrow-Ins
3. Sampling (value)SamplingSampling
3. Sampling (value)
First / Last ImpressionsFirst / Last Impressions
First / Last ImpressionsFirst / Last Impressions
Chapter 197. Follow-up (maintenance)Follow Up Follow Up
Chapter 197. Follow-up (maintenance)Follow Up/Thank YouFollow Up/Thank You
Chapter 197. Follow-up (maintenance)Follow Up/Thank YouFollow Up/Thank You
Chapter 197. Follow-up (maintenance)Follow Up/Thank YouFollow Up/Thank You
Chapter 20
8. Added ServiceAdded ServiceAdded Service
Chapter 20
8. Added ServiceAdded ServiceAdded Service
12. Handling Mistakes (maintenance)Handling MistakesHandling Mistakes
THINK OUTSIDE THE BOWL
ALWAYS EXCEED EXPECTATIONS
12. Handling Mistakes (maintenance)
12. Handling Mistakes (maintenance)RenewalRenewal
BOOK SPECIAL1 for $10
3 for $20
LAGNIAPPE: BIT.LY/PURPLEGOLDFISH