What’s Your Purple Goldfish? How to Win Customers and Influence Word of Mouth

How do you stand out in a sea of sameness?

What’s Your Purple Goldfish (WYPG?) is about differentiation via added value. Marketing to your existing customers via G.L.U.E (giving little unexpected extras). The end result is increased sales, happier customers and positive word of mouth.

Praise for WYPG?

“In business you do must do something that’s above and beyond what’s expected. Phelps shows the ingredients behind creating signature extras that are unconventional and innovative. Every business should be asking themselves, “What’s our Purple Goldfish?”

-Tony Hsieh, NY Times bestselling author of “Delivering Happiness” and CEO of Zappos.com, Inc.

“Influence isn’t a score, it is the ability to cause, effect or change behavior. Phelps shows marketers how to add that ‘little something extra’ that influences consumer behavior and drives word of mouth.”

- Brian Solis, Author of The End of Business as Usual, Named a Top 2011 Business Book by Publisher’s Weekly

“What’s Your Purple Goldfish? is the new benchmark for customer service and experience excellence. The single source for numerous concepts and innovations that can help build the foundation for a world class brand! (I just hope my competition doesn’t find this book.)”

- Chris Zane, Author of Reinventing the Wheel – The Science of Creating Lifetime Customers

“Stan’s approach of delivering the unexpected, lagniappes, is a great way to break from the pack and instill a mindset of customer delight across your company.”

- Bruce Temkin, Author of The 6 Laws of Customer Experience

“Your project has been an inspiration. I’ve talked about it many times, and included links in my articles. CEM can be complicated, but your examples show that with some creativity, companies can stand out by doing a little something extra.”

- Bob Thompson
CEO of CustomerThink.com, the world’s largest community dedicated to customer-centric business, Author of CrowdService: Harnessing the Wisdom of Crowds in Customer Service and Support

“What’s Your Purple Goldfish? busts a myth and reveals a simple truth about customer service. Stan uncovers the recipe for creating signature added value that increases customer satisfaction and drives positive word of mouth.”

- Barry Moltz, Author of Bounce, Crazy and B-A-M

“What’s Your Purple Goldfish? is unique in that it doesn’t leave you asking ‘Now what?’ after you’ve read it. It’s filled with actual illustrations of what successful businesses are doing right now to differentiate themselves and add value to their customers’ experiences.”

- Steve Curtin

“What’s Your Purple Goldfish? is a great guidebook full of real-world examples business owners can use to increase great experiences to delight and surprise their customers. Read this book before your competitors do or be left in the dust.”

- Phil Gerbyshak, Author / co-author of 10 Ways to Make it Great! and #Twitterworks

“I have been a huge fan and contributor to The Purple Goldfish Project since inception because many companies talk about being ‘customer centric’ but few actually are. This project is a reflection of all those great companies that are getting it right every day, winning the hearts and minds of their customers one customer at a time!”

- Paul Dunay, Author of Facebook Marketing for Dummies

“At the heart of the marketing lagniappe concept lies the truth that we cannot simply meet the expectations of customers. Every experience starts with a person who had a need they would trade something of value to have solved. Lagniappe can create the difference between needs not solved or solved poorly, and needs solved so well we happily tell others of the experience. Purple Goldfish, crafted wisely in customer experiences, can be the difference between mediocre and great business performance.”

- Linda Ireland, Author of Domino: How Customer Experience Can Tip Everything In Your Business Toward Better Financial Performance
How do you stand out in a sea of sameness?

What’s Your Purple Goldfish (WYPG?) is about differentiation via added value. Marketing to your existing customers via G.L.U.E (giving little unexpected extras). The end result is increased sales, happier customers and positive word of mouth.

Praise for WYPG?

“In business you do must do something that’s above and beyond what’s expected. Phelps shows the ingredients behind creating signature extras that are unconventional and innovative. Every business should be asking themselves, “What’s our Purple Goldfish?”

-Tony Hsieh, NY Times bestselling author of “Delivering Happiness” and CEO of Zappos.com, Inc.

“Influence isn’t a score, it is the ability to cause, effect or change behavior. Phelps shows marketers how to add that ‘little something extra’ that influences consumer behavior and drives word of mouth.”

- Brian Solis, Author of The End of Business as Usual, Named a Top 2011 Business Book by Publisher’s Weekly

“What’s Your Purple Goldfish? is the new benchmark for customer service and experience excellence. The single source for numerous concepts and innovations that can help build the foundation for a world class brand! (I just hope my competition doesn’t find this book.)”

- Chris Zane, Author of Reinventing the Wheel – The Science of Creating Lifetime Customers

“Stan’s approach of delivering the unexpected, lagniappes, is a great way to break from the pack and instill a mindset of customer delight across your company.”

- Bruce Temkin, Author of The 6 Laws of Customer Experience

“Your project has been an inspiration. I’ve talked about it many times, and included links in my articles. CEM can be complicated, but your examples show that with some creativity, companies can stand out by doing a little something extra.”

- Bob Thompson
CEO of CustomerThink.com, the world’s largest community dedicated to customer-centric business, Author of CrowdService: Harnessing the Wisdom of Crowds in Customer Service and Support

“What’s Your Purple Goldfish? busts a myth and reveals a simple truth about customer service. Stan uncovers the recipe for creating signature added value that increases customer satisfaction and drives positive word of mouth.”

- Barry Moltz, Author of Bounce, Crazy and B-A-M

“What’s Your Purple Goldfish? is unique in that it doesn’t leave you asking ‘Now what?’ after you’ve read it. It’s filled with actual illustrations of what successful businesses are doing right now to differentiate themselves and add value to their customers’ experiences.”

- Steve Curtin

“What’s Your Purple Goldfish? is a great guidebook full of real-world examples business owners can use to increase great experiences to delight and surprise their customers. Read this book before your competitors do or be left in the dust.”

- Phil Gerbyshak, Author / co-author of 10 Ways to Make it Great! and #Twitterworks

“I have been a huge fan and contributor to The Purple Goldfish Project since inception because many companies talk about being ‘customer centric’ but few actually are. This project is a reflection of all those great companies that are getting it right every day, winning the hearts and minds of their customers one customer at a time!”

- Paul Dunay, Author of Facebook Marketing for Dummies

“At the heart of the marketing lagniappe concept lies the truth that we cannot simply meet the expectations of customers. Every experience starts with a person who had a need they would trade something of value to have solved. Lagniappe can create the difference between needs not solved or solved poorly, and needs solved so well we happily tell others of the experience. Purple Goldfish, crafted wisely in customer experiences, can be the difference between mediocre and great business performance.”

- Linda Ireland, Author of Domino: How Customer Experience Can Tip Everything In Your Business Toward Better Financial Performance

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3 Responses to What’s Your Purple Goldfish? How to Win Customers and Influence Word of Mouth

  1. Think Outside The Bowl I can promise that you will learn something from this book. I sure have.In the spirit of full disclosure, I’ve had a front row seat for the Purple Goldfish Project and this book, What’s Your Purple Goldfish? I co-host the Purple Goldfish video podcast with the author and I saw the list of “Purple Goldfish” grow over the past couple of years all the way to our goal of 1001. That’s 1001 examples of marketing lagniappe… companies that do a little something extra, inspire word of mouth buzz and customer loyalty. All sent in by happy customers, brand advocates and raving fans.Lagniappe is the Creole word for “the gift”. If you are in New Orleans, you are sure to hear it. Stan Phelps has an amazingly smart and simple, concept; Provide a little something extra for your customers… surprise and delight them, and you’ll get more back than any print ad or cold call could possibly deliver.I had the pleasure of visiting many of the places mentioned in the book. I’ve indulged in the extra fries at Five Guys Burger and Fries. I’ve devoured the warm cookies at the Doubletree. I’ve experienced the marvel that is Stew Leonard’s. You will be amazed at how clever and resourceful some of these places can be. And they come from all different industries.In this book you will find real life examples of actions that companies take to enhance the customer experience, create a unique experience and set themselves above the competition. In this day and age of countless customer options, online reviews, social media and general consumer distrust, I can’t fathom why a business wouldn’t be doing this kind of thing.Stan lays it all out there for you and gives plenty of case studies to back it up. This book cuts right to the chase. Whether you own a business or represent one, you’ll want to add that Creole word “Lagniappe” to your vocabulary.As those Cajun fellows might say… “I guarantee!”

  2. Surprised How Much I Liked It When I first saw this book I thought it was a ripoff of Seth Godin’s Purple Cow. I picked it up as a Kindle freebie and was prepared to dislike it. A lot.Once I started reading, however, I realized that the author was not in fact ripping off Godin, but paying tribute to the purple cow concept and at the same time using the similarity to make his point.I know of no business that doesn’t depend on word of mouth and a steady stream of new customers. Any business meeting these two criteria will benefit from learning and using the Purple Goldfish principle.

  3. A little extra, does your business provide? By chance, I found Stan’s 1001 Purple Goldfish on twitter as he was collecting them. One was about the Five Guys restaurants, how they gave their customers a little extra. He and their little extra is why in went to eat there… What was written was spot on; his book is too! Business owners should read to improve their customer service, give the little extra that counts for a big extra!

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