What’s your Purple Goldfish moment?

by Paul Hopkins on December 31, 2010

The Purple Goldfish Project was set up in 2009 by Stan Phelps to celebrate and spread the word of organisations that provide a great customer experience. As we come to the end of another year, I thought I would provide my Purple Goldfish of 2010.

Within my work, there are two organisations that have excelled and delivered two Purple Goldfish experiences (B2B can also deliver a great customer experience);

Matt and the team at Bold Chat in the US (who supply our live chat services) have gone above and beyond our expectations.

Robert and the team at Encoded in the UK, have not only made sure that we have had a great experience but also our customers.

On a personal level I would like to give a Purple Goldfish moment to my local sandwich bar near our offices in central London. The team at The Cinnamon Bar provide a great product and a highly personal service.

My final word of 2010

One of my mottos is that one should never stop learning. Throughout my travels this year I have met many great people, who have been willing to share their knowledge with me and I would like to thank you all for ensuring I continue to learn.

Here is to a great 2011 to all of you and your customers!

What is your Purple Goldfish?

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{ 4 comments… read them below or add one }

Stan Phelps December 31, 2010 at 6:41 pm

Thanks Paul for spreading the word on the Purple Goldfish Project. I love B2B examples. Was there any specific unexpected extras that Bold Chat or Encoded provided?

Look forward to staying connected in 2011.


‘The longest and hardest nine inches in marketing . . . is the distance between the brain and heart of your customer’
Stan Phelps recently posted..TSA- belt buckles and suckers

Paul Hopkins January 1, 2011 at 1:52 pm


Firstly with Bold Chat; this organisation is primarly an SaaS product where you enter your credit card and away you go. The team has gone beyond this, as well as providing some of the best support I have come across, they have visited us from the States to enagage with us on how they can improve their product for us and our customers. Far beyond what we had ever anticipated from an organisation of this type.

Endoded; we asked the team for a bespoke product to be made for us, which was something that they didn’t offer. Within 24 hours, it was built and ready to go and they have worked closely with us to improve the product further. This level of engagement and drive to deliver a great service is superb and must be praised.

Matt Tharp January 6, 2011 at 3:48 pm

Thanks Paul! I believe with B2B there is an opportunity to change the goal of “customer service” to be “customer success”. Customer success drives everything we do.

Now I’ll have to see if I can find a Purple Goldfish for the office. 🙂

Paul Hopkins January 16, 2011 at 12:20 pm

Business to business can do a lot to improve the customer experience. We are all customers at the end of the day whether we are purchasing for ourselves or the organisations we work for. Those business to business suppliers who do provide an excellent customer experience will always gain more business or longer contracts.

Better find that Purple Goldfish and please don’t paint a Goldfish purple!

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