Welcome to another episode of The RVA Small Business Show with your host Cory Mosley. In today’s segment, we are joined by Stan Phelps, CSP Author and Professional Speaker at Stan Phelps Speaks.

Stan is a Forbes Contributor, TEDx Speaker, IBM Futurist, Certified Speaking Professional, and best-selling author of the Goldfish Series. He is also an Instructor for the ANA School of Marketing and Rutgers Business School.

The bigger the market that you serve, the more you can grow as a business. -Stan Phelps, CSP

The Importance of Differentiation

“Being the same is lame,” Stan often says. In a world where products and services are increasingly commoditized, differentiation is key to survival. But how do you stand out?

Stan suggests we have to stop focusing on the big things that everyone else is doing and start focusing on the little things that no one else is doing. He emphasizes that these little things, when done right, can create a memorable customer experience that leads to loyalty and positive word of mouth.

The Goldfish Principle

Stan’s Goldfish Series offers a treasure trove of inspiration for businesses looking to differentiate themselves. Each book in the series focuses on a different aspect of customer experience and is filled with actionable insights and case studies.

What’s the Goldfish Principle, you ask? It’s a simple yet profound concept: just as a goldfish grows to the size of its bowl, a business should grow to the size of its customer expectations. The more you exceed those expectations, the bigger your business will grow.

The Future of Customer Experience

Stan believes that the future of customer experience lies in personalization and customization. With advancing technology, businesses have the ability to tailor their offerings to meet individual customer needs and wants.

Imagine a world where your favorite coffee shop knows your order before you walk in the door, or your grocery store anticipates your shopping list. This is the future that Stan envisions, where businesses use technology to make each customer feel special and valued.

In a world where products and services are increasingly commoditized, businesses that focus on the little things that drive differentiation and customer loyalty will thrive. The Goldfish series by Stan Phelps offers a roadmap to achieving this.

Key Takeaways:

  1. Differentiation is key to survival in a commoditized world. Focus on the little things that no one else is doing.
  2. The Goldfish Principle: A business should grow to the size of its customer expectations. Exceed those expectations, and your business will grow.
  3. The future of customer experience lies in personalization and customization. Use technology to make each customer feel special and valued.
  4. Read the Goldfish series by Stan Phelps for actionable insights and case studies on driving differentiation and customer loyalty.

Connect with Stan Phelps, CSP
LinkedIn
Website

Click here to purchase books from the Goldfish Series.

 

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