Will Customer Experience Ever Be the Same?

This wasn’t just plain terrible, this was fancy terrible. This was terrible with raisins in it.
—Dorothy Parker

Dear readers and friends, crowd around. Having you join our luncheon once again makes this a terrible thrill! When Mrs. Parker hated something, thank goodness she let her friends know with her usual passion. Today at the Round Table we’re serving up dishes that would have set her wit on fire. I’ve invited new friends and old to share their fresh perspective. I hope you’ll enjoy getting to know them—leave them a comment, and come on back to share your thoughts around the Maximum Customer Experience Round Table!

If you haven’t heard about Marks & Spencer’s big mistake, I commend you on staying out of the madding crowd that’s been pounding their chests in rage for the past… way too long. Well, they’re finally ready make a clean breast of it and it’s about time, because I need to nip this penchant for punning in the bud. May this excellent writeup be one of the last: Making Sure Your Brands Don’t Boob by CK at Marketing Profs Daily Fix. At last, they’re supporting the customers’ needs.

If that wasn’t bad enough (I can’t say titillating… oh, jeez, I just did), this one will knock you flat. Mars Candy Sends Women Seeking New ‘Fling’ to Porn Site. Oops! from B.L. Ochman at whatsnextblog. My favorite line, as essential for your small business as for Mars: “The Internet is not for practice, guys! It’s for all the marbles. Use your head, or lose the game.”

Were Marks or Mars looking for pointers, they’d do well to take their cues from Rich Gallagher, writing What to Say to a Porcupine at The Parature Blog. He’s got smooth advice for service when you’re delivering bad news.

“It’s called the ‘halo effect.’ It’s a cognitive bias we all have toward what we decide from the start…. The problem is that one we decide, we support our instant diagnosis by interpreting information in favor of our bias. We even work toward proving the premise.” I’m aware of it, I work hard against it, but oof! I know it still happens to me. Read Got a Halo or Horns? First Minutes Last from Liz Strauss at Successful Blog.

When you’ve decided that Internet writers are not real writers, don’t talk to Karen Swim. She’s heard it before, and she’s dying to take apart that tired old bias. “I had just been called a moronic hack who spends time on inane platforms talking to a motely bunch of idiots.” Fear not, she has her response ready. March of the Illiterati in E Flat at Words for Hire. DON’T miss the comments on this one; they really expand on the theme.

Okay, this one isn’t a terrible thing. But it is terribly odd, unless perhaps… If This Doesn’t Get Your Goat, Nothing Will at AdPulp. Come back and tell me honestly, does this enhance the Customer Experience even if you are a New Zealander?

Finally my video pick, the utterly, terribly funny Enlightened Stupid Marketer from Kevin Nalts on YouTube. Via Pharma Marketing Blog.

Thanks, as always, for the pleasure of your company and your commentary. Let’s do lunch again soon.

Love ‘em? Hate ‘em? Learn something fantastic as you clicked around? Think I missed the best one of the week? Have your say in the comments—you know you want to!


Grow and be well,

Kelly Erickson

If you’re going to write, don’t pretend to write down. It’s going to be the best you can do, and it’s the fact that it’s the best you can do that kills you.
—Dorothy Parker


Last time, Mrs. Erickson and the Vision Circle (that’s you) entertained:

The Contrarian Edition

Craving dessert? Click here to see all the posts in the Round Table series, along with other great recommended reading from MCE!