[May 21-23, Boston] Now in its 12th year, SCORE helps senior customer service executives learn the l

A couple recent stories from the Purple Goldfish Project drove home a simple truth. Doing the little unexpected extras and taking care of customers can be a powerful form of marketing. Let s look at both Panera and Doubletree:
Panera this was brought to my attention a couple of weeks ago by Annette Gleneicki at CX Journey . It comes from a Facebook post by Brandon Cook. His mother Gail reposted it on Panera s Facebook page .
A touching tale of a store manager who used good judgement to help the dying grandmother of a customer. Making soup and sending along cookies for good measure. Adweek does a nice job of summarizing the story here .
Doubletree Cocoa Beach - this was brought to my attention back in June by a friend named Stephen Holodak, I know you ve always been a fan of Doubletree. I saw this on reddit los angeles ca victorian corset today and thought I d pass it along.
Doubletree went above and beyond to celebrate the birthday of a young boy. In the words of his Dad, I made a reservation at Doubletree, and they asked what brought me to the area. I mentioned los angeles ca victorian corset on the phone that my son, AJ, was turning 4 and we were taking a father son trip to Kennedy space center and were going to go surfing in the Atlantic. This is the room when we showed up. They did the gift bag, boogie board, banner, everything!
Marketing Lagniappe Takeaway - It s nice to be important, but its more important to be nice. Both of these situations weren t done with marketing as a pretense. They were gestures of kindness and giving. An extra effort that ultimately was rewarded with positive word of mouth that went viral.
Today s Lagniappe los angeles ca victorian corset ( a little something extra thrown in for good measure ) In honor of Back to School , I m giving away free copies of the book What s Your Purple Goldfish? between 9/5 9/9. Click here on Amazon to get a copy. Feel free to tell a friend or 3,000.
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest los angeles ca victorian corset nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of What's Your Purple Goldfish? How to Win Customers and Influence Word of Mouth.
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[May 13-14, Atlanta] Experience world-class learning and networking at the 2014 CXPA Insight Exchange. Leverage the knowledge and best practices shared by industry leaders in your CX discipline to boost yourself and your company.
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[May 21-23, Boston] Now in its 12th year, SCORE helps senior customer service executives learn the latest innovations in customer experience management (CEM) strategy and these principles improve their customer operations. Expert speakers lead workshops and panels on these topics and on the latest technology that helps organizations work more productively. CustomerThink members receive discount.
[May 22] Navigating multiple channels often adds up to a very frustrating experience for customers. And companies can waste millions of dollars in unnecessary service calls to deal with "touchpoint amnesia." Join this CX Forum for success stories, implementation tips and leadership requirements.