Stan Phelps: “The Power of G.L.U.E.”

Experience Architect, Forbes Contributor, and Author of several books on experience/engagement, Stan Phelps is interviewed.

Here’s what Stan covered for us:

1. Let’s begin with G.L.U.E. What does it stand for and how was it inspired?
2. I’m pretty sure they practice lagniappe at Chipotle…
3. I came across one of your articles in Forbes, where you shared a “GLUE” experience of a Target customer…
4. You have another great story about Panera Bread …     Other favorites?
5. For those business owners who might be wondering, does this translate into dollars or is it just good will? Are the results quantifiable?
6. Tell us about the role that employee engagement plays in all of this.
7. What about the frontline employee who’d rather not give a little extra to that “rude” customer?
8. You say that what we see as common sense is not always common practice. Why is that?
9. How can we get more frontline employees thinking relationship, rather than transaction?
10. You say that it’s all about reaching the hearts of our customers. Where does one begin, when it comes to developing this type of culture?
11. Do you have a favorite interview question that helps to find a culture fit?
12. Your background is in marketing – when and why did you pivot and niche?
13. You say that nobody meets customer expectations?
14. Some leaders are still of the belief that their employees should feel lucky just to have a job. What would you like to say to those leaders?