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USING TECHNOLOGY, DATA AND ANALYTICS
TO DRIVE BOTH PROFITS AND PROPHETS
BLUE GOLDFISH
By: Stan Phelps and Evan Carroll
Pur...
#1. By 2016, 89% of companies
expect to compete mostly on the
basis of customer experience
By 2016, 89% of companies expect to
compete mostly on the basis of
customer experience
… four years ago it was 36%
#2. Customer expectations are rising. They
expect a quick and personalized experience.
Study by
IBM showed:
#3. By 2020, 85% of B2B transactions
will occur without talking to a human
Blue was inspired by
King Harald Gormsson
(nicknamed Blatand)
He was a Danish King in the
10th Century. He converted
Denma...
Blatand translates to Bluetooth. The developers
of the personal area wireless networking
standard used it as a working nam...
Now why a Goldfish? !
The goldfish represents
something small. The
average goldfish is 3 inches.
But the largest in the world in nearly 20 inches (50 cm)
1	
It turns out the size of a goldfish is influenced by
five factors. The same reasons apply to business:
1. SIZE OF THE B...
1	
1. SIZE OF THE BOWL = MARKET
1	
2	
2. # OF OTHER GOLDFISH
1	
2	
2. # OF OTHER GOLDFISH = COMPETITION
3. QUALITY OF THE WATER
3. QUALITY OF THE WATER = ECONOMY
4	
2	4. FIRST FOUR MONTHS
4	
2	4. FIRST FOUR MONTHS = STARTUP / NEW PRODUCT
2	
5. GENETIC MAKEUP
2	
5. GENETIC MAKEUP = DIFFERENTIATION
Assuming you’ve already been in business for four
months, what do you have control over?
Your market…NO, Your competition…...
The only thing you control is how to
differentiate yourself to stand out in a sea of
sameness. Differentiation in the futu...
http://list.ly/list/kFe-blue-goldfish-project
Relationship ReadinessResponsiveness
THE FIRST “R” IS RELATIONSHIP
1. Personalization
Westpac is the fourth largest bank in
Australia / New Zealand
Every month the bank has over 100
million transactions with its customers
The bank has mapped the journeys of its customers and has
determined which products they use at different life stages
They’ve used that knowledge to
create a program called “Know Me”
The Know Me program creates a standing next best
offer (NBO) against a customer. The next time the
customer visits a bank ...
Westpac converted 40% of all NBO’s in
Year One of the program
Read	more	at:	
h/p://www.forbes.com/sites/stanphelps/2014/11...
2. Two-Way Reviews
eBay pioneered the two-way review system. Today
Uber and airbnb allow both the customer and the
company...
3. Personal Data
Tory Burch uses a tablet based system that tracks
both online history and in-store shopping behavior
The Result: average order value for Client Book
customers is 62% higher than average customer
Read	more	at:	
h/p://www.for...
THE SECOND “R” IS RESPONSIVENESS
4. Customer Service 3.0
Amazon took customer service to the next level with
their Kindle Fire HDX. One touch of the Mayday button
and it opens a v...
5. Waiting The mortgage application process
can be long and tedious. Wells
Fargo Home Lending created a tool
called yourLo...
6. Real Time Response
Mic-o-Data collects trash at 6,000
points in Holland. Once a day the
trash bin sends an alert that t...
THE THIRD “R” IS READINESS
7. Convenience / Control
Tesco has a service called “Click and Collect.” It
allows customers the ability to shop for groce...
8. Frictionless Commerce
Disney consolidated payments, room
keys, Fast Passes and Photo Passes
into one RFID wristband. Th...
9. Intelligent Displays
NS Prorail uses an LED display that gives
real time data to customers. The 600 foot
strip shows in...
Author: Stan Phelps
stan@purplegoldfish.com
+1.919.360.4702
Author: Evan Carroll
evan@evancarroll.net
+1.910.540.3826
Keynotes and Workshops
+1.919.360.4702
speaking@purplegoldfish.com
LITTLE THINGS CAN MAKE THE BIGGEST DIFFERENCE
Keynotes &...
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits and Prophets
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits and Prophets
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits and Prophets
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits and Prophets
Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits and Prophets
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A blue goldfish is any time a business goes leverages technology, data and analytics to do a "little something extra" to improve the experience for the customer. Are you using info-sense to win profits and prophets?

For information on keynotes and workshops, reach out to speaking@purplegoldfish.com or call 919.360.4702.

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Blue Goldfish - Using Technology, Data and Analytics to Drive Both Profits and Prophets

  1. 1. USING TECHNOLOGY, DATA AND ANALYTICS TO DRIVE BOTH PROFITS AND PROPHETS BLUE GOLDFISH By: Stan Phelps and Evan Carroll PurpleGoldfish.com
  2. 2. #1. By 2016, 89% of companies expect to compete mostly on the basis of customer experience
  3. 3. By 2016, 89% of companies expect to compete mostly on the basis of customer experience … four years ago it was 36%
  4. 4. #2. Customer expectations are rising. They expect a quick and personalized experience. Study by IBM showed:
  5. 5. #3. By 2020, 85% of B2B transactions will occur without talking to a human
  6. 6. Blue was inspired by King Harald Gormsson (nicknamed Blatand) He was a Danish King in the 10th Century. He converted Denmark to Christianity and united Scandinavia. Why Blue? !
  7. 7. Blatand translates to Bluetooth. The developers of the personal area wireless networking standard used it as a working name and it stuck. King Harald Blatand also was the inspiration for the logo
  8. 8. Now why a Goldfish? !
  9. 9. The goldfish represents something small. The average goldfish is 3 inches.
  10. 10. But the largest in the world in nearly 20 inches (50 cm)
  11. 11. 1 It turns out the size of a goldfish is influenced by five factors. The same reasons apply to business: 1. SIZE OF THE BOWL
  12. 12. 1 1. SIZE OF THE BOWL = MARKET
  13. 13. 1 2 2. # OF OTHER GOLDFISH
  14. 14. 1 2 2. # OF OTHER GOLDFISH = COMPETITION
  15. 15. 3. QUALITY OF THE WATER
  16. 16. 3. QUALITY OF THE WATER = ECONOMY
  17. 17. 4 2 4. FIRST FOUR MONTHS
  18. 18. 4 2 4. FIRST FOUR MONTHS = STARTUP / NEW PRODUCT
  19. 19. 2 5. GENETIC MAKEUP
  20. 20. 2 5. GENETIC MAKEUP = DIFFERENTIATION
  21. 21. Assuming you’ve already been in business for four months, what do you have control over? Your market…NO, Your competition…NO, the economy…NO
  22. 22. The only thing you control is how to differentiate yourself to stand out in a sea of sameness. Differentiation in the future will be through technology, data and analytics.
  23. 23. http://list.ly/list/kFe-blue-goldfish-project
  24. 24. Relationship ReadinessResponsiveness
  25. 25. THE FIRST “R” IS RELATIONSHIP
  26. 26. 1. Personalization Westpac is the fourth largest bank in Australia / New Zealand
  27. 27. Every month the bank has over 100 million transactions with its customers
  28. 28. The bank has mapped the journeys of its customers and has determined which products they use at different life stages
  29. 29. They’ve used that knowledge to create a program called “Know Me”
  30. 30. The Know Me program creates a standing next best offer (NBO) against a customer. The next time the customer visits a bank or speaks to customer service, the teller or representative makes the offer.
  31. 31. Westpac converted 40% of all NBO’s in Year One of the program Read more at: h/p://www.forbes.com/sites/stanphelps/2014/11/02/lessons-from-westpac-and-tory- burch-on-using-info-sense-to-drive-sales-through-customer-service/
  32. 32. 2. Two-Way Reviews eBay pioneered the two-way review system. Today Uber and airbnb allow both the customer and the company to review the transaction. Are you asking for feedback and rating your customers?
  33. 33. 3. Personal Data Tory Burch uses a tablet based system that tracks both online history and in-store shopping behavior
  34. 34. The Result: average order value for Client Book customers is 62% higher than average customer Read more at: h/p://www.forbes.com/sites/stanphelps/2014/11/02/lessons-from-westpac-and-tory- burch-on-using-info-sense-to-drive-sales-through-customer-service/
  35. 35. THE SECOND “R” IS RESPONSIVENESS
  36. 36. 4. Customer Service 3.0
  37. 37. Amazon took customer service to the next level with their Kindle Fire HDX. One touch of the Mayday button and it opens a video chat with a representative.
  38. 38. 5. Waiting The mortgage application process can be long and tedious. Wells Fargo Home Lending created a tool called yourLoanTracker, allowing customers to track their status from a number of devices.
  39. 39. 6. Real Time Response Mic-o-Data collects trash at 6,000 points in Holland. Once a day the trash bin sends an alert that tracks how full it is and if its functioning properly. This allows the company to respond quickly and only pick up the trash when needed.
  40. 40. THE THIRD “R” IS READINESS
  41. 41. 7. Convenience / Control Tesco has a service called “Click and Collect.” It allows customers the ability to shop for groceries online. They can then choose a convenient time to pick them up at a collection point.
  42. 42. 8. Frictionless Commerce Disney consolidated payments, room keys, Fast Passes and Photo Passes into one RFID wristband. Throughout the park, the wristband also delivers personalized experiences from kiosks and cast members.
  43. 43. 9. Intelligent Displays NS Prorail uses an LED display that gives real time data to customers. The 600 foot strip shows information on carriage crowdedness, where doors open and where quiet cars are.
  44. 44. Author: Stan Phelps stan@purplegoldfish.com +1.919.360.4702
  45. 45. Author: Evan Carroll evan@evancarroll.net +1.910.540.3826
  46. 46. Keynotes and Workshops +1.919.360.4702 speaking@purplegoldfish.com LITTLE THINGS CAN MAKE THE BIGGEST DIFFERENCE Keynotes & Workshops
  • evancarroll

    Apr. 3, 2017
  • Fareedac

    Apr. 28, 2016
  • StephanieCBirchard

    Feb. 1, 2016
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    Jan. 16, 2016
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    Jan. 15, 2016
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    Jan. 12, 2016
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    Jan. 11, 2016
  • jroy39

    Dec. 14, 2015
  • troolel

    Dec. 2, 2015
  • blevasseur3

    Dec. 2, 2015
  • stephano7

    Dec. 1, 2015
  • abhijit2020

    Dec. 1, 2015

A blue goldfish is any time a business goes leverages technology, data and analytics to do a "little something extra" to improve the experience for the customer. Are you using info-sense to win profits and prophets? For information on keynotes and workshops, reach out to speaking@purplegoldfish.com or call 919.360.4702.

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