Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
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Transcript of Stan Phelps, Congreso DEC. Taking care of your most important customers and employees
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Stan PhelpsFounder of Purple Goldfish.com, TEDx speaker, Forbes contributor
and IBM futurist@9INCHmarketing
Taking care of your most important customers and employees
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Taking Care of Your Most Important Customers & Employees
Stan Phelps, JD/MBAPurpleGoldfish.com
GOLDEN GOLDFISH
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80% of the land in Italy is
owned by 20% of the people
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The vital few…
and the trivial
many
- Joseph Juran
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Case Study:
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Case Study: Velveeta
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Velveeta Extensions $100 MM
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WHY GOLD
AND WHY A
GOLDFISH?
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WHY GOLD?
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The “additional gift”or “to give more”
LAGNIAPPE
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WHY GOLDFISH?
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GIVE A LITTLE UNEXPECTED EXTRA
GUPPY LOVE
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Average Goldfish=
10 cm
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Their Growth and Your
Business is Affected by Five
Factors:
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1. SIZE OF THE BOWL = MARKET
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2. AMOUNT OF OTHER GOLDFISH = COMPETITION
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3. QUALITY OF THE WATER = ECONOMY
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4. FIRST 12O DAYS = START-UP
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5. GENETIC MAKE-UP = DIFFERENTIATION
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9 Types of Golden Goldfish
1. Throw In’s
2. Added Service
3. Follow Up
4. Convenience
5. Handling Mistakes
Employees
Customers
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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
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1. Throw-ins (value)
Throw-ins
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Added Service
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Convenience
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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
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Multipliers vs. Diminishers
Credit: Book, Multipliers by Liz Wizeman
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Flexibility
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1. Throw-ins (value)
Recognition
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THINK OUTSIDE THE BOWL