Switching gears on the vodcast. This week we talk to a ‘Customer Experience Transformist’.  I caught up with Bruce Temkin back in early August in NYC for an interview. Bruce is a thought leader in CX and a pioneer in researching the role customer experience plays in creating leading brands.

Here is a rundown of the topics we discuss:

- Who is Bruce Temkin and what is a CX Transformist?

- Why is customer experience so vital?

- The correlation between CX scores and stock price.

- What are the Six Laws of Customer Experience and which is the most important?

- What are the important things you need to remember on how to motivate employees?

- Why a systematic approach to CX is critical?

ENJOY THE VODCAST:

Republished with author's permission from original post by Stan Phelps.

We’ve powered past the halfway mark.  Now the real climb begins.  Move over A-Rod because 600 is in our sights.

It was hard to choose the Top 10 from this 50, but here are the ones that were left standing:

Republished with author's permission from original post by Stan Phelps.

#549 in the Purple Goldfish Project comes courtesy of Ariel Savrin-Jacobs.

In her own words:

I spoke to you after blogging about your purple goldfish project this summer when I interned for STELLAService. I’m happy to finally say I’ve found a purple goldfish! I checked your list, so if its updated I think this is a new one.

Read more »

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#473 in the Project comes from Aimee Lucas (@aimee_lucas)

Figs

“So my friend and I met at the mall this evening – a girl’s night out of wine, dinner, shopping that we try to do every 6 to 8 weeks. You may know that Todd English has teamed up with Macy’s and placed restaurants – named “Figs” – in some of their stores.

The one near us in Palm Beach Gardens, FL is one of those stores. Our first visit there was on a similar girl’s night about 6 weeks ago – and the waitress picked up on that it was our first visit which generated a visit to our table from the manager, a card for a free appetizer on our next visit AND free dessert that night – a decadent white chocolate bread pudding. We were sold.

Read more »

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How may I twelp you???

#474 in the Project comes from Jim Joseph of Lippe Taylor, author of “The Experience Effect”.  Jim is a big fan of Best Buy and how they’ve differentiated themselves by delivering customer service beyond the initial purchase.

Best Buy

“Best Buy created the Twelpforce. They assigned a customer service representative from the sales team for each consumer. A nice added value if you have any questions after your purchase.”

Two weeks after Jim submitted Twelpforce to the Project it won the Titanium Lion in Cannes.  Titanium awards the best integrated campaign. Here is a 100 second video that highlights the Twelpforce:

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Free Racquets for Youngsters Attending WTT Matches

The New York Sportimes and USTA Eastern Section swing into the Purple Goldfish Project at #463.  They provided free tennis racquets to the first 2,000 children aged 12 and under who attended one of the team’s seven July home matches at Randall’s Island in July.

Bonus Lagniappe: The Sportimes provided free shuttle bus service from several stops on the East Side of Manhattan, starting two hours prior to each match and returning to the same locations following the conclusion of each night’s events.

For the matches on July 5th, 11th and 12th, the team reimbursed Sportimes ticket holders who drive to Randall’s Island for these Sportimes matches for their RFK bridge toll. Ticket holders submitted a paid toll receipt, or who show an EZ-Pass badge, had the cost of the toll subtracted from their ticket price and those who purchase tickets in advance had the cost of the toll reimbursed on site.

POSTCRIPT: The NY Sportimes ended up the season with a march to the Finals.

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Episode #25 – Category Spotlight: Hotels

Jack and I continue to look at different industries.  If there is one category tailor made for marketing lagniappe its hotels.  If you aren’t giving those little unexpected extras in the hotel business . . . you’re in for a heap of trouble.

Here is a rundown of the examples we discuss:

- 250 million can’t be wrong: The Doubletree Chocolate Chip Cookie

- They call it ‘guppy love’: Kimpton Hotels stands out in the sea of sameness

- Guest of the Week: Courtyard by Marriott shares the love for Jack Monson

- Music to Jack’s ears:  The Hard Rock does something that’s unexpected and at first disarming

- Bottled up lagniappe:  Hotel Vitale shines with a little extra from the valet

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Chatting Marketing Lagniappe with Barry Moltz

I had the opportunity to be interviewed yesterday on Barry Moltz’s weekly radio show, “Business Insanity Talk Radio“.

Click above to listen

Barry and I share a passion for customer experience.  He recently published a book entitled, BAM Delivering Customer Service in a Self Service World.

We discuss the following in the interview:

Republished with author's permission from original post by Stan Phelps.

Episode #24 – Category Spotlight: QSR’s

Jack and I continue to look at different industries.  Would you like fries with that?  How do fast food (a.k.a quick serve) restaurants differentiate themselves to ’stand out in the sea of sameness’?

Here is a rundown of the examples we discuss:

- Free Peanuts and Bonus Fries: Five Guys Burgers and Fries

- Minty fresh: Chick-fil-a gives a little extra for breath management

- Jelly Roll: Wilson’s has a practical purple goldfish

- Try it you’ll like it: Rita’s Water Ice doles out the free samples

- McLatte with cream and wifi: McDonald’s

Republished with author's permission from original post by Stan Phelps.

Walt understood the power of the unexpected extra

A couple of weeks ago I had the pleasure on meeting up with Rick Cerrone at a function for the Big Apple Career Week.  I had the pleasure of knowing Rick during my time at adidas when I managed the NY Yankees partnership.  Rick was the PR Director for the Pinstripes for 11 seasons.

Republished with author's permission from original post by Stan Phelps.