From the monthly archives:

January 2011

Zappo’s wants you satisfied…even if they need to refer you to competitors

January 31, 2011 purple goldfish project

CSR’s will recommend up to 3 competitors #397 in the Project was submitted by Joe Gascoigne: “As for an example, one that springs to mind is that if you try to order shoes from Zappos and they do not have the shoes you want in stock, they will actually recommend a nearby store that does. […]

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Gumba’s knows the personal touch makes a difference

January 30, 2011 purple goldfish project

Know Your Customers #336 in the Project comes from Marty Desmond.  Marty left a comment on Kelly Ketelboeter’s post, ‘What is Your Purple Goldfish’ Gumba’s on Murphy Street in Sunnyvale, CA “I went for breakfast, with friends, at one of our favorite places Saturday. We sat outdoors for the first time since street construction began […]

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Thai Basil’s little extra: they take out your take out

January 29, 2011 purple goldfish project

Curbside service makes pick-up a drive by #306 in the Project is submitted by co-pilot Social Jack Campisi: “Thai Basil in Greenwich, CT is a Purple Goldfish. Not only do they have great Thai food, but excellent service as well. Their lagniappe is the curbside pick-up. They are located on a busy and crowed stretch of […]

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Great Harvest Bakery gives a little slice of something extra

January 28, 2011 purple goldfish project

Smell, see it, touch it and taste it #383 in the Project from Nicolas Nelson: “The Great Harvest Bakery is a relatively small franchise chain of wonderful American-style bakeries that is growing slowly on purpose–they want to make extra sure that every new Great Harvest Bakery is top notch and fully reflects the ethos of […]

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Arigato Sushi builds lagniappe into their pricing model

January 27, 2011 purple goldfish project

Surprise ‘thank you’ . . . your bill is half off #355 in the Project is submitted via e-mail by Owen Clark: In Owen’s words: “In Roseville, CA Arigato offers half-priced sushi, all the time. Started as a promotion when the place opened but business was so successful they never got rid of it. Even […]

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BWI Airport Fast Park excels in #custserv and differentiation

January 26, 2011 purple goldfish project

BWI Airport Fast Park gets it right every step along the way #377 in the Purple Goldfish Project comes from Neal Levene at Simple Complexity “The Airport Fast Park at the Baltimore Washington International Airport is a little different than other “park-n-ride” airport shuttles. When you enter their lot, an attendant greets you and shows […]

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Shelter Harbor Inn warms up breakfast

January 25, 2011 purple goldfish project

A raspberry lagniappe #481 in the Project is submitted by Tim Heath Shelter Harbor Inn “My teenage daughter and I were rolling south along Route 1 in costal Rhode Island on a recent Sunday morning and we stopped at the Shelter Harbor Inn in Westerly for a sumptuous country breakfast. It all worked and soon […]

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Retention strategy: Nurse Next Door gives new meaning to humble pie

January 24, 2011 purple goldfish project

When you are wrong . . . #438 in the Purple Goldfish Project comes from the book ‘Customer Love’: “Humble Pie. When this Canadian home health care service provider stumbles . . . they deliver a fresh baked apple pie and a note apologizing for poor customer service. Each year they spend about $1,500 on […]

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Salute gives a little lagniappe for business lunches

January 23, 2011 purple goldfish project

This Purple Goldfish is easy to write up #401 in the Project comes from Peter Hurley, President of Synergy Events. “Had lunch today at Salute in New York City (270 Madison Ave). Nice upscale restaurant that caters to a business crowd. Upon sitting at the table I noticed a purple goldfish. Each table came with […]

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JetBlue handles delays by doing the little unexpected extras

January 22, 2011 purple goldfish project

A great example of being proactive with #custserv #414 in the Project comes from Sharon Trainor-Smith.  Sharon talks about an experience with JetBlue: “When flights are delayed they often show up at the gate with tables full of free water and snacks, and then set up a trivia game for everyone with good prizes such […]

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