From the category archives:

purple goldfish project

Marketing Lagniappe: Looking back at 2011, looking forward to 2012

January 2, 2012 purple goldfish project

Looking Back
I thought it would be interesting to look back on my Top 10 posts from 2011. I looked at my stats on CustomerThink.com, the world’s largest community for customer-centric business. Always interesting to see what stands out, the wheat amongst the chaff. I posted roughly 175 times in 2011. These dozen represent the [...]

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Summit Bicycles tunes up customer experience to pump up loyalty and drive differentiation

December 30, 2011 Added Service

This CX by Summit Keeps Customers Coming Back
#999 in the Project was submitted via e-mail by Bob Thompson, CEO of CustomerThink:
Summit Bicycles
“I just visited Summit bicycles in Burlingame and chatted with “Chris” who has been there many years now.
Chris is a good story all by himself. He started as a bicycle mechanic and learned the [...]

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The Hilton Orlando makes a service recovery by proactively giving a ‘little something extra’

December 29, 2011 Added Service

Pouring into the Project by Handling a Mistake
We’re three examples away from the goal of 1,001 example of marketing lagniappe. #998 in the Project was submitted by Bob Thompson, CEO of CustomerThink:
In Bob’s words:
Stan, here’s the story I tell people when I speak about the importance of “memorable” experiences.
I travel a lot, and don’t remember [...]

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Izzy’s uses RFID to Flavor Up and Improve Customer Experience

December 27, 2011 Convenience

Technology as a marketing and CX game changer
#995 scoops into the Project from a post by Matrix Product Development:

“Izzy’s Ice Cream Cafe of St. Paul serves over 150 flavors of handmade ice cream and always keeps 32 flavors in the case on any given day. I talked with Jeff Sommers today and he [...]

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American Girl makes shopping childs play

December 26, 2011 Added Service

The experience was painless and convenient
#112 in the Project comes courtesy of an e-mail by Darran Miner:

“A purple goldfish for you – The American Girl store in NYC – outstanding customer service.
I went there a couple of years ago with a list of items my wife provided. Having never been to the store before, I [...]

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Have a Blue Christmas . . . with a Purple Goldfish from DIAGEO & Johnnie Walker

December 25, 2011 Added Service

Move over Elvis, this is a signature extra
#990 in the Purple Goldfish Project comes courtesy of the  folks at Johnnie Walker:
Johnnie Walker provides Complimentary Bottle Engraving at selected locations. I came across the engraving kiosk at Grand Central Terminal in New York City.
If there’s not one within your driving radius, you can order by phone at [...]

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State Farm satisfies a claim and then goes above and beyond with an unexpected extra

December 17, 2011 Follow up / Thank You's

Attention to detail puts this insurance company in a different state
#977 in the Purple Goldfish Project comes from a post by Ellie Becker at E.R. Becker Company:
In Ellie’s words:
“This morning I had breakfast with my friend and marketing colleague Stan Phelps, Chief Solutions Officer at Synergy Events. Stan and I were talking about The Purple Goldfish Project, [...]

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Splash puts the fun into your car wash

December 8, 2011 purple goldfish project

Machine Gun Foam Sprayers make a Splash
#67 in the Project was submitted by Ted Hillenmeyer:

“Splash car wash has two soap guns (kind of look like machine guns) installed in the side wall so as cars go by on the production line kids can shoot an endless stream of sudsy soap at their car.”
Today’s Lagniappe (a [...]

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Firebox deliver sweets with every order

December 7, 2011 in the bag / out of the box

Be playful with your little extra
#70 in the Purple Goldfish Project was submitted by Ross Shaw:

“Hi Stan – Firebox.com in the UK (I worked for them while living in London) put a small bag of retro sweets (lollies here in Oz, not sure what you call them in the US) in with each order. Its [...]

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Martin Guitar sounds off with a unique little unexpected extra

December 6, 2011 purple goldfish project

This example from Nazareth is outside of the ‘box’
#60 in the Purple Goldfish Project comes from Micky Baehr:
In Micky’s words:
“This August I had the opportunity to visit the Martin Guitar Company in Nazareth, PA. They offer a free tour of the factory. The tour was spectacular, lasting well past an hour and they answered all of [...]

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