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Blue Goldfish Brochure

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For more information on Blue Goldfish Keynotes and Workshop, contact: stan@purplegoldfish.com

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Blue Goldfish Brochure

  1. 1. USING TECHNOLOGY, DATA AND ANALYTICS TO IMPROVE THE CUSTOMER EXPERIENCE TECHNOLOGY
  2. 2. THE BEST COMPANIES LEVERAGE TECHNOLOGY TO DO THE LITTLE THINGS THAT ENHANCE RELATIONSHIPS, RESPONSIVENESS AND READINESS. THEY CREATE BLUE GOLDFISH THAT DRIVE PROFITS AND PROPHETS
  3. 3. BLUE GOLDFISH IS BASED ON A STUDY OF OVER 300 BRANDS
  4. 4. 3 R’S INTRODUCING THE FROM THE BOOK
  5. 5. BLUE GOLDFISH Stan Phelps and Evan Carroll THREE R’SRELATIONSHIPRESPONSIVENESSREADINESS PERSONALIZATION Personalization is a popular term in business today and before we go any further, we’d like to point out the irony. Business was always personal. In the world where individual artisans or merchants owned their shops, they knew each customer. Recommendations and personal touches were commonplace. Today we use the word personalization to describe our desire to go back to doing business on a personal level, but often forget it’s not about segments or cohorts. To personalize is to design or produce something to meet someone's individual requirements. The key is the individual. Some might argue technology is making us less human. Others would argue just the opposite. No matter which side, you can’t dispute the rising trend of personal data collection and its effect on behavior change. e awareness and ownership of their own data. The overarching lesson of data myning for customer experience is empowerment. Companies who use personal data to empower their customers have an opportunity to create transformative change for those customers. With empowerment and then success, gratitude and loyalty are often the next set of emotions. PERSONAL DATA / BEHAVIOR CHANGE Many companies talk about superior service and the importance of going the extra mile for customers. How many though actually walk the talk? There are some companies leveraging technology, data and analytics to deliver a next level of customer service. A level we call 3.0. CUSTOMER SERVICE 3.0 WAITING Waiting is a fact of life. A rather irritating, annoying fact of being a customer. One of the most impactful ways companies are using technology is to help their customers wait less or, when waiting can’t be avoided, help the time pass more quickly. FRICTIONLESS COMMERCE Peter Drucker famously said "what gets measured, gets managed." Allow us to offer a corollary. “what gets measured in realtime, gets managed in realtime.” The benefit of realtime response is clear—the more you know and the faster you can r e s p o n d a l l o w s y o u t o c r e a t e differentiation. REALTIME RESPONSE LOCATION-AWARE CONVENIENCE TRUST AND SAFETY The overarching lesson is to think of reducing friction note as an expense but as an investment. By deploying smart technology, you’ll create both profits and prophets for your business. With new possibilities of providing better service or incentives, customers are warming up to the idea of sharing more with companies. Companies are using location awareness to accomplish all sorts of enhancements. Using technology to help keep customers safe certainly seems like common sense, however we all know that common sense is rarely common practice. It can also be used to detect fraud. CASE STUDIES: CASE STUDIES: CASE STUDIES: CASE STUDIES: CASE STUDIES: CASE STUDIES: CASE STUDIES: CASE STUDIES:
  6. 6. BLUE GOLDFISH IS THE 4TH COLOR IN THE GOLDFISH SERIES
  7. 7. AUTHORED BY: EVAN CARROLLSTAN PHELPS
  8. 8. KEYNOTES AND WORKSHOPS For more information:

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