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:
- Let’s begin with G.L.U.E. What does it stand for and how was it inspired?
- I’m pretty sure they practice lagniappe at Chipotle…
- I came across one of your articles in Forbes, where you shared a “GLUE” experience of a Target customer…
- You have another great story about Panera Bread … Other favorites?
- For those business owners who might be wondering, does this translate into dollars or is it just good will? Are the results quantifiable?
- Tell us about the role that employee engagement plays in all of this.
- What about the frontline employee who’d rather not give a little extra to that “rude” customer?
- You say that what we see as common sense is not always common practice. Why is that?
- How can we get more frontline employees thinking relationship, rather than transaction?
- 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?
- Do you have a favorite interview question that helps to find a culture fit?
- Your background is in marketing – when and why did you pivot and niche?
- You say that nobody meets customer expectations?
- 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?