It’s episode six of the podcast, The Upsell host Russel Lolacher (that’s me) talks to author, speaker and customer experience architect Stan Phelps, who is know for his “Goldfish Series”. Most notably, “What’s Your Purple Goldfish” about differentiation via added value and marketing to your existing customers via G.L.U.E (giving little unexpected extras).

Word of the Week: LAGNIAPPE

In the show, Russel and Stan discuss why he has such a fascination with goldfish, how customer service and business have changed since he founded 9 Inch Marketing, the biggest gaps to success for companies in customer experience, some details about his upcoming book Blue Goldfish, the Amazon Effect and why we should all aspire to be a little “blue”.

We also find out the one word Stan would use to describe great leadership.

For more on our guest and his books, check him out on Twitter and on his website.

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