Stan Phelps is a Forbes contributor, TEDx speaker, and IBM Futurist who focuses on customer experience and employee engagement that can drive differentiation, increase loyalty, and create word of mouth in business. He holds a JD/MBA from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School. In this episode, we discuss how Stan became interested in the field of customer service, how he believes marketing should focus more on the customer's experience with your company or product, why he feels you either exceed someone's expectations or you fall short, why he wrote his "Goldfish" book series and what they cover, the two sides of the customer experience coin, what he hopes those attending his presentation at the Smart Customer Service Conference will walk away with, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at www.voiceofinfluence.net Read the transcript here: https://www.voiceofinfluence.net/83 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here: www.voiceofinfluence.net/deepimpact

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