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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
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
