Achieving Competitive Differentiation through CX

Course Methodology

As a result of this course learning and experience, you will get equipped with the tools to create marketplace separation. This workshop is for senior leaders and managers who want to improve customer retention, drive differentiation, and promote word of mouth advocacy. Attendees will leave with a deeper appreciation of how to apply the tools and techniques with their customers and their employees. This course will involve working in teams on practical case studies to gain hands-on experience using the frameworks that will be discussed throughout the course.

Benefits of Attending

  • Create powerfully differentiated Customer Experiences that your customers will remember and talk about to others
  • Get Get equipped with how to uncover weakness and weirdness in your DNA
  • Explore how to deliver and design “signature customer experiences”

Case Studies

As a result of this two-day course, you and/or your team will be better equipped to create strategies and tactics that drive differentiation and increase positive word of mouth. You will be better equipped on understanding uniqueness in your brand and specific ways to stand out from the competition.

        • Introduction and Overview
        • Understanding the Flaunting Matrix
        • Embracing Uniqueness
Stan Phelps - IBM Futurist, Certified Speaking Professional (CSP), TEDx Speaker and Forbes Contributor
He has spoken at over 250 events. Stan has spoken on every inhabited continent, in over a dozen countries for Fortune 100 brands such as IBM, Target, ESPN, UPS, GlaxoSmithKline and Citi. Prior to focusing on writing and speaking, Stan held leadership positions at IMG, adidas and the PGA. He also spent seven years as Chief Solutions Officer at Synergy, an award winning marketing agency. At Synergy, he helped create larger than life brand experiences for brands such as KFC, M&M’s, Walmart and Starbucks, NASCAR, Major League Soccer, and the USTA. His writing is syndicated on top sites such a s Customer Think and Business2Community, and he is a contributor to Forbes. Mr. Phelps has written seven books: Purple Goldfish, Purple Goldfish–Service Edition, Green Goldfish, Golden Goldfish, Blue Goldfish, Red Goldfish and Pink Goldfish.
“Although we have implemented the journey introduced in this course. However, having this training is to ensure that we are on the right track. Extra knowledge gained from here is the case studies and rules of Purple Goldfish.”
“THANK YOU! You were the most interactive and crowd engaging speaker that I have seen come to speak to our chapter; everyone loved your presentation!”
“Stan has the amazing ability to make complex ideas easy to comprehend, digest and apply. His presentation style is compelling, his frameworks are practical and his applied knowledge exercises reinforced key concepts and solidified the learning’s. In addition, he is an absolute pleasure to work with – a true professional!”
“I love all the examples give. It really brings the learning to live.”

Some of the Companies in which Stan Phelps has trained