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American Marketing Association - Little Things Make the Biggest Difference in Customer Experience

  • G-Tek Labs 28 Damrell Street Boston, MA, 02127 United States (map)

Your brand’s customer experience will determine whether you thrive and profit or struggle and fade in business. The little things can make a big difference. In this keynote presentation, Stan Phelps shares the key ingredients of creating signature added-value. He shares the 12 different types of purple goldfish in the two main categories of value and maintenance.

This keynote is for senior management, managers and frontline staff who want to improve customer retention, drive differentiation and promote word-of-mouth advocacy. Attendees will discover actionable ways to improve the customer experience, including:

  1. Get equipped with the 3D process for customer experience.
  2. Understand how to do the little things to drive value or reduce customer effort.
  3. Gain a deeper appreciation for the need to exceed customer expectations.


An IBM Futurist, TEDx Speaker and Forbes Contributor, he has presented 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.

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 faculty member on ANA’s School of Marketing and also serves as an adjunct instructor at Rutgers Business School.