Kindle Unlimited
Unlimited reading. Over 4 million titles. Learn more
Read for Free
OR
Kindle Price: $6.99

Save $5.96 (46%)

Promotions apply when you purchase

These promotions will be applied to this item:

Some promotions may be combined; others are not eligible to be combined with other offers. For details, please see the Terms & Conditions associated with these promotions.

Read with our free app
You've subscribed to ! We will preorder your items within 24 hours of when they become available. When new books are released, we'll charge your default payment method for the lowest price available during the pre-order period.
Update your device or payment method, cancel individual pre-orders or your subscription at
Your Memberships & Subscriptions

Buy for others

Give as a gift or purchase for a team or group.
Learn more

Buying and sending eBooks to others

  1. Select quantity
  2. Buy and send eBooks
  3. Recipients can read on any device

These ebooks can only be redeemed by recipients in the US. Redemption links and eBooks cannot be resold.
Kindle app logo image

Download the free Kindle app and start reading Kindle books instantly on your smartphone, tablet, or computer - no Kindle device required.

Read instantly on your browser with Kindle for Web.

Using your mobile phone camera - scan the code below and download the Kindle app.

QR code to download the Kindle App

Amazon book clubs early access
Loading your book clubs
There was a problem loading your book clubs. Please try again.
Not in a club? Learn more
Amazon book clubs early access

Join or create book clubs

Choose books together

Track your books
Bring your club to Amazon Book Clubs, start a new book club and invite your friends to join, or find a club that’s right for you for free.
Explore Amazon Book Clubs

Follow the author

Stan Phelps
Follow
Something went wrong. Please try your request again later.

What's Your Purple Goldfish? How to Win Customers and Influence Word of Mouth Kindle Edition

by Stan Phelps (Author), Drew McLellan (Foreword) Format: Kindle Edition
4.5 4.5 out of 5 stars 94 ratings
See all formats and editions
How do you stand out in a sea of sameness?

What's Your Purple Goldfish (WYPG?) is about differentiation via added value. Marketing to your existing customers via G.L.U.E (giving little unexpected extras). The end result is increased sales, happier customers and positive word of mouth.

Praise for WYPG?

"In business you do must do something that's above and beyond what's expected. Phelps shows the ingredients behind creating signature extras that are unconventional and innovative. Every business should be asking themselves, "What's our Purple Goldfish?"

-Tony Hsieh, NY Times bestselling author of "Delivering Happiness" and CEO of Zappos.com, Inc.

"Influence isn't a score, it is the ability to cause, effect or change behavior. Phelps shows marketers how to add that 'little something extra' that influences consumer behavior and drives word of mouth."

- Brian Solis, Author of The End of Business as Usual, Named a Top 2011 Business Book by Publisher's Weekly

“What's Your Purple Goldfish? is the new benchmark for customer service and experience excellence. The single source for numerous concepts and innovations that can help build the foundation for a world class brand! (I just hope my competition doesn't find this book.)”

- Chris Zane, Author of Reinventing the Wheel - The Science of Creating Lifetime Customers

“Stan’s approach of delivering the unexpected, lagniappes, is a great way to break from the pack and instill a mindset of customer delight across your company.”

- Bruce Temkin, Author of The 6 Laws of Customer Experience

“Your project has been an inspiration. I’ve talked about it many times, and included links in my articles. CEM can be complicated, but your examples show that with some creativity, companies can stand out by doing a little something extra.”

- Bob Thompson
CEO of CustomerThink.com, the world's largest community dedicated to customer-centric business, Author of CrowdService: Harnessing the Wisdom of Crowds in Customer Service and Support

“What's Your Purple Goldfish? busts a myth and reveals a simple truth about customer service. Stan uncovers the recipe for creating signature added value that increases customer satisfaction and drives positive word of mouth.”

- Barry Moltz, Author of Bounce, Crazy and B-A-M

“What's Your Purple Goldfish? is unique in that it doesn't leave you asking ‘Now what?’ after you've read it. It's filled with actual illustrations of what successful businesses are doing right now to differentiate themselves and add value to their customers' experiences.”

- Steve Curtin

“What's Your Purple Goldfish? is a great guidebook full of real-world examples business owners can use to increase great experiences to delight and surprise their customers. Read this book before your competitors do or be left in the dust.”

- Phil Gerbyshak, Author / co-author of 10 Ways to Make it Great! and #Twitterworks

“I have been a huge fan and contributor to The Purple Goldfish Project since inception because many companies talk about being ‘customer centric’ but few actually are. This project is a reflection of all those great companies that are getting it right every day, winning the hearts and minds of their customers one customer at a time!”

- Paul Dunay, Author of Facebook Marketing for Dummies

“At the heart of the marketing lagniappe concept lies the truth that we cannot simply meet the expectations of customers. Every experience starts with a person who had a need they would trade something of value to have solved. Lagniappe can create the difference between needs not solved or solved poorly, and needs solved so well we happily tell others of the experience. Purple Goldfish, crafted wisely in customer experiences, can be the difference between mediocre and great business performance.”

- Linda Ireland, Author of Domino: How Customer Experience Can Tip Everything In Your Business Toward Better Financial Performance
Previous page
  1. Print length
    210 pages
  2. Language
    English
  3. Sticky notes
    On Kindle Scribe
  4. Publication date
    January 6, 2012
  5. File size
    956 KB
  6. Page Flip
    Enabled
  7. Word Wise
    Enabled
  8. Enhanced typesetting
    Enabled
  9. See all details
Next page
Add a debit or credit card to save time when you check out
Convenient and secure with 2 clicks. Add your card

Editorial Reviews

About the Author

Stan Phelps is an Experience Architect at 9 INCH. He believes the longest and hardest nine inches in marketing is the distance between the brain and the heart of a customer. He's committed to exploring the concept of marketing lagniappe. What's Your Purple Goldfish? is the first book in a trilogy on the subject.

Stan received a BS in marketing from Marist College and a JD/MBA from Villanova University. He lives in Cary, NC with his wife Jennifer, their two boys Thomas & James and a Glen of Imaal Terrier named MacMurphy.

Product details

  • ASIN ‏ : ‎ B006UO8R7S
  • Publisher ‏ : ‎ (January 6, 2012)
  • Publication date ‏ : ‎ January 6, 2012
  • Language ‏ : ‎ English
  • File size ‏ : ‎ 956 KB
  • Simultaneous device usage ‏ : ‎ Unlimited
  • Text-to-Speech ‏ : ‎ Enabled
  • Screen Reader ‏ : ‎ Supported
  • Enhanced typesetting ‏ : ‎ Enabled
  • X-Ray ‏ : ‎ Not Enabled
  • Word Wise ‏ : ‎ Enabled
  • Sticky notes ‏ : ‎ On Kindle Scribe
  • Print length ‏ : ‎ 210 pages
  • Customer Reviews:
    4.5 4.5 out of 5 stars 94 ratings

About the author

Follow authors to get new release updates, plus improved recommendations.
Stan Phelps

Stan Phelps

Brief content visible, double tap to read full content.
Full content visible, double tap to read brief content.

Stan Phelps is a TEDx speaker, Forbes contributor, and Certified Speaking Professional based in Cary, North Carolina. As the founder of StanPhelpsSpeaks.com, he inspires leaders to think differently about their most important stakeholders. Stan’s keynotes, workshops, and Goldfish Tank programs focus on the value of customer experience as a competitive differentiator and the importance of employee engagement in building a strong corporate culture.

He has spoken at over 600 events in 19 countries (US, Canada, UK, Spain, Ecuador, Peru, The Netherlands, Japan, Russia, France, Germany, Australia, Bahrain, Malaysia, Israel, Singapore, Mexico, The Philippines, and Sweden) for Fortune 500 brands such as IBM, Target, ESPN, UPS, Ricoh, GSK, Tesco, and Citi.

Stan challenges brands to explore new opportunities, showing them how to be more successful in tomorrow's changing world. Working with clients to create keynotes and workshops that are memorable, meaningful, and on-brand.

He is the author of the Goldfish Series of books...

Purple Goldfish 2.0

Green Goldfish 2.0

Golden Goldfish

Blue Goldfish

Purple Goldfish Service Edition

Red Goldfish

Pink Goldfish 2.0

Purple Goldfish Franchise Edition

Yellow Goldfish

Gray Goldfish

Red Goldfish Nonprofit Edition

Diamond Goldfish

Silver Goldfish

Red Goldfish Promo Edition

Black Goldfish

...and one fun book:

Bar Tricks, Bad Jokes And Even Worse Stories: 101 Bar Tricks, Riddles, Jokes and Stories

Prior to focusing on speaking, Stan held leadership positions at IMG, adidas, and the PGA of America. He also spent seven years as Chief Solutions Officer at Synergy, an award-winning experiential marketing agency. At Synergy, he helped create larger than life brand experiences for brands such as KFC, M&M's, Starbucks and organizations such as NASCAR, MLS, and the USTA.

Stan received his BS in Marketing and Human Resources from Marist College, a JD/MBA from Villanova University, and a certificate for Achieving Breakthrough Service from Harvard Business School. He is a Past-President of the AMA Triangle, a 700+ member chapter of the American Marketing Association and NSA Carolinas Carolina Chapter. Stan lives in Cary, North Carolina with his wife Jennifer and two boys Thomas & James.

He can be reached at stan@purplegoldfish.com or +1.919.360.4702

Customer reviews

4.5 out of 5 stars
4.5 out of 5
94 global ratings

Top reviews from the United States

J. Campisi
5.0 out of 5 stars Think Outside The Bowl
Reviewed in the United States on January 12, 2012
Verified Purchase
I can promise that you will learn something from this book. I sure have.

In the spirit of full disclosure, I've had a front row seat for the Purple Goldfish Project and this book, What's Your Purple Goldfish? I co-host the Purple Goldfish video podcast with the author and I saw the list of "Purple Goldfish" grow over the past couple of years all the way to our goal of 1001. That's 1001 examples of marketing lagniappe... companies that do a little something extra, inspire word of mouth buzz and customer loyalty. All sent in by happy customers, brand advocates and raving fans.

Lagniappe is the Creole word for "the gift". If you are in New Orleans, you are sure to hear it. Stan Phelps has an amazingly smart and simple, concept; Provide a little something extra for your customers... surprise and delight them, and you'll get more back than any print ad or cold call could possibly deliver.

I had the pleasure of visiting many of the places mentioned in the book. I've indulged in the extra fries at Five Guys Burger and Fries. I've devoured the warm cookies at the Doubletree. I've experienced the marvel that is Stew Leonard's. You will be amazed at how clever and resourceful some of these places can be. And they come from all different industries.

In this book you will find real life examples of actions that companies take to enhance the customer experience, create a unique experience and set themselves above the competition. In this day and age of countless customer options, online reviews, social media and general consumer distrust, I can't fathom why a business wouldn't be doing this kind of thing.

Stan lays it all out there for you and gives plenty of case studies to back it up. This book cuts right to the chase. Whether you own a business or represent one, you'll want to add that Creole word "Lagniappe" to your vocabulary.

As those Cajun fellows might say... "I guarantee!"
5 people found this helpful
Helpful
 Report
Ali Julia
4.0 out of 5 stars Good ideas about customer service
Reviewed in the United States on September 16, 2019
Verified Purchase
The Purple Goldfish is a book about customer service. The basic idea is to give the customer more than they expect, surprise them with the customer service that is better than typical of your industry, and these customers will be your customers for life. Not only will they be your customers, but they tell their friends and they will give you a try too.

I also read the Green Goldfish from the same author and found it to say pretty much the same things as this book except their target is the company employees rather than customers.

Ali Julia review
One person found this helpful
Helpful
 Report
Tiff D
5.0 out of 5 stars Helpful Business Marketing Tips
Reviewed in the United States on August 20, 2016
Verified Purchase
Stan Phelps does a great job in his Goldfish series focusing on subjects that add money to the bottom line as well as makes doing business more enjoyable. As a small business owner, Stan’s book is easy to read and apply. His clear-cut examples bring the points to life, making them memorable for the business owner as well as the business team members.

I’ve also had the pleasure of hearing Stan speak and meeting him. Stan is genuinely passionate about the topics covered and has expert experience to back up his work.
Helpful
 Report
JudyAnn Lorenz
5.0 out of 5 stars Gone Fishin"
Reviewed in the United States on January 26, 2015
Verified Purchase
Using a Creole' expression or word "Lagniappe" as a concept frame, Stan Phelps writes about the benefits of doing the 'special thing' for customers or clients, increasing value plus building relationship and loyalty.

Phelps ran a poll with his contacts asking for examples of their experience with that 'little something extra and preferably spontaneous'. The book is the collection of examples along with discussion and documentation of the success resulting from each of the examples.

Phelps explains that the core of Lagniappe Marketing encompasses an axiom/truth that all benefit when expectations are exceeded. Good customer service is, unfortunately, not something expected in our current social/economic culture. Decent customer service is exception. What happens when customer expectations are met, then that little extra service or item is added as 'frosting on their cake'? Customer pleasure is enhanced; the customer wants to come back for more business. And, that customer tells his or her friends about you! That is frosting on your cake! All of this frosting is AFTER the pleasure you get from planning the Purple Goldfish that you will deliver to your customer. When you love what you do, this pleasure is no small reward.

Some examples of Lagniappe (pronounced lan-yapp) are tangible. The tangibles can be large or small. Sometimes the Purple Goldfish is attention -- customer care and contact. More than dropping a couple mints in the check-out bag...when the business calls to check on the customer or drops a card in the mail, the customer positive experience meter pegs out!
Helpful
 Report
Glenn Hunter
5.0 out of 5 stars Purple Goldfish is Marketing Royalty
Reviewed in the United States on October 15, 2018
Verified Purchase
Stan Phelps writes how he speaks. His combination of knowledge, perspective and authenticity makes for a great read. By using real customers and situations in his text, he delivers a book that I can return to for details. I can also remember many examples because they were so vivid!
Helpful
 Report
Kevin Nhan
3.0 out of 5 stars Three Stars
Reviewed in the United States on March 22, 2016
Verified Purchase
Has a lot of good instances of businesses with the "purple goldfish"...and that's it. End of story.
Helpful
 Report
DT Linda Gross
4.0 out of 5 stars A little sumthin', sumthin'...
Reviewed in the United States on April 13, 2014
Verified Purchase
While it's good to reinforce the message of giving your customers a little extra to remember (and talk about) you by, the book is a little repetitive.

I like the examples that different retailers/providers use to promote 'word of mouth'. It got my wheels turning on how to apply these tactics to my business. So for that, reading the book was worthwhile.

LINDA GROSS
Author/Speaker
The Men's Advocate
[...]
One person found this helpful
Helpful
 Report

Top reviews from other countries

Lovestoshop
5.0 out of 5 stars Amazing read!
Reviewed in Canada on February 25, 2014
Verified Purchase
This book is a must have if you own a business and are trying to find ways to appeal more to your customers. A friend of mine told me to read it and I haven't been able to put it down. I have also got some amazing ideas from the book.
Report
J. Dingle
5.0 out of 5 stars Brilliant!
Reviewed in the United Kingdom on December 1, 2013
Verified Purchase
I shall need to read this book again but have already been inspired and have a list of seven or eight purple goldfish I intend using in my business - starting tomorrow! Definitely worth reading for anyone in business. Thank you, Stan!
One person found this helpful
 Report
zaki hashmat
4.0 out of 5 stars Got book
Reviewed in Canada on December 10, 2019
Verified Purchase
Got the book everything is good
Report
Celeste
5.0 out of 5 stars Awesome handy pocket read
Reviewed in Canada on September 8, 2015
Verified Purchase
Awesome handy pocket read. A great resource to get you thinking about many ways you can go the extra mile for your customers and employees.
Report
Andy B
5.0 out of 5 stars Five Stars
Reviewed in the United Kingdom on April 27, 2016
Verified Purchase
How to stand-out and differentiate your offering to exceed expectations and win repeat business.
One person found this helpful
 Report
Report an issue

Does this item contain inappropriate content?
Report
Do you believe that this item violates a copyright?
Report
Does this item contain quality or formatting issues?
Report