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EP 10 Why is differentiation important? Why should companies care? It’s easy to follow the crowd. It’s easy to blend in. It seems smart to do what other brands are doing. It feels safe. But it’s not. Successful brands stick out. They are different. They are unusual. Be proud of what your brand does and what it doesn’t do. Be proud of your brand’s strengths and weaknesses. Don’t apologize for your flaws and don’t try to fix them. Instead, exploit your brand’s imperfections. Key Topics -Customer Experience -Embracing your Uniqueness -Differientiation -Flaunting your Flaws -Being Weird (Micro-weirding) -Being Flawsome Stan Phelps Stan Phelps is a best-selling author, keynote speaker, and workshop facilitator. He believes that today’s organizations must focus on meaningful differentiation to win the hearts of both employees and customers. He is the founder of – a think tank of customer experience and employee engagement experts that offers keynotes and workshops that drive loyalty and sales. They help organizations connect with the hearts and minds of customers and employees. Stan is a TEDx speaker, a Forbes contributor, and IBM Futurist. His writing is syndicated on top sites such as Customer Think and Business2Community. He has spoken at over 300 events in Australia, Bahrain, Canada, Ecuador, France, Germany, Holland, Israel, Japan, Malaysia, Peru, Sweden, Russia, Spain, UK, and the U.S. Stan Phelps challenges leaders to think differently about their most important stakeholders: customers and employees. He inspires brands to be remark-able, showing them how to stand out in ways that customers and employees can’t help but talk about. His informative keynotes and workshops focus on the value of customer experience as a competitive differentiator, the role of employee engagement in building a strong corporate culture, and the impact of technology and purpose in business. Detailed show notes, links and resources can be found at:

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