Stan PhelpsFounder of Purple Goldfish.com, TEDx speaker, Forbes contributor

and IBM futurist@9INCHmarketing

Taking care of your most important customers and employees

Taking Care of Your Most Important Customers & Employees

Stan Phelps, JD/MBAPurpleGoldfish.com

GOLDEN GOLDFISH

80% of the land in Italy is

owned by 20% of the people

The vital few…

and the trivial

many

- Joseph Juran

Case Study:

Case Study: Velveeta

Velveeta Extensions $100 MM

WHY GOLD

AND WHY A

GOLDFISH?

WHY GOLD?

The “additional gift”or “to give more”

LAGNIAPPE

WHY GOLDFISH?

GIVE A LITTLE UNEXPECTED EXTRA

GUPPY LOVE

Average Goldfish=

10 cm

Their Growth and Your

Business is Affected by Five

Factors:

1. SIZE OF THE BOWL = MARKET

2. AMOUNT OF OTHER GOLDFISH = COMPETITION

3. QUALITY OF THE WATER = ECONOMY

4. FIRST 12O DAYS = START-UP

5. GENETIC MAKE-UP = DIFFERENTIATION

9 Types of Golden Goldfish

1. Throw In’s

2. Added Service

3. Follow Up

4. Convenience

5. Handling Mistakes

Employees

Customers

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

1. Throw-ins (value)

Throw-ins

Added Service

Convenience

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

Multipliers vs. Diminishers

Credit: Book, Multipliers by Liz Wizeman

Flexibility

1. Throw-ins (value)

Recognition

THINK OUTSIDE THE BOWL

Thank You

stan@purplegoldfish.com