12 Ways to Improve the Customer Experience for Restaurants, Hotels, and Airlines Purple Goldfish Service Edition is about differentiation via added value. Marketing to your existing customers via G.L.U.E. (giving little unexpected extras). The book focuses on the 12 ways to do the “little extras” to improve the customer experience for restaurants, hotels, and airlines. The end result is increased sales, happier customers, and positive word of mouth. Praise for Purple Goldfish Service Edition: “This book is a direct challenge and opportunity for you. After reading this book, you’ll know definitively as to whether you want to do business as you always have or if you’re going to take the necessary action to connect to the hearts and minds of consumers. If you make the right choice of differentiating by adding value to your customer’s experience, the question ultimately becomes, “What’s our Purple Goldfish?” I hope that you choose wisely! — DEE ANN TURNER, VP OF CORPORATE TALENT AT CHICK-FIL-A AND BEST-SELLING AUTHOR OF IT’S MY PLEASURE: THE IMPACT OF EXTRAORDINARY TALENT AND A COMPELLING CULTURE “I often remind myself what a wonderful opportunity it is to serve other people. In today’s business landscape, we have no choice but to make a difference in the people’s lives that we serve. When we commit to genuinely serving others; the stories that our guests tell about us will be the catalyst for our growth. Purple Goldfish will show you exactly how to do this.” — JOHN RIVERS, FOUNDER OF 4RIVERS SMOKEHOUSE AND BEST-SELLING AUTHOR OF THE SOUTHERN COWBOY COOKBOOK “Purple Goldfish: Service Edition is the new benchmark for customer service and experience excellence. The single source for numerous concepts and innovations that can help build the foundation for a world class brand! I just hope my competition doesn’t find this book.” — CHRIS ZANE, FOUNDER AND PRESIDENT OF ZANE’S CYCLES AND AUTHOR OF REINVENTING THE WHEEL: THE SCIENCE OF CREATING LIFETIME CUSTOMERS