No One Ever Makes a Plan That Says, “Let’s Tick People Off,” But It Still Happens

There are two kinds of people in the world, those who believe there are two kinds of people in the world and those who don’t.
—Robert Benchley

Dear readers and friends, crowd around. Having you join our luncheon once again makes this doubly special. If Benchley’s Law of Distinction, quoted above, says anything profound to me, it’s that there are two kinds of people in the world—those with a sharp eye for the Customer Experiences that confound us, every day, and those who can enjoy reading those sharp observations! I’ve invited new friends and old to share their delights and their disappointments today. 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!

You know what to expect from folks at the top of the companies you deal with, don’t you? Sure, you’ve got a picture in your head right now. In Knuckleheads and Geniuses Bob Hoffman, The Ad Contrarian, says executives confound those expectations—and if you’re dying to know whether you have what it takes to be The Big Cheese, he’ll tell you the only two qualities you must have to get to the corner office.

Let’s move from the top of the food chain to the guy who pays her salary, the Customer: Chris Brogan’s Be There for Your Customers is a powerful reminder that even Big Boys who usually hit all the right notes have to keep an eye on every aspect of the Customer Experience. Looks like this time, Apple’s a bit sour.

Andy Sernovitz shares a similar rant, BtoB vs BtoC: Don’t gouge me at work and expect me to buy at home at Damn! I Wish I’d Thought of That. It’s a very duh! reminder that I hope you don’t need for your business!

“I expected them to disappoint me. Before you give your troops the ‘exceed their expectations’ speech—why not figure out exactly what that means so you can not only give them the speech but also give them the road map on how to get it done.” A remarkable story of exceeding expectations in a very unlikely spot: What are they expecting? from Drew McLellan at Drew’s Marketing Minute.

Real Time NBA Playoff Scores Are Back at The Toad Stool by Alan Wolk. To truly deliver delight, why not meet an expectation that’s way… way out of left field? (Or perhaps I should say, left of center court?)

Apple Daycare by Max Lenderman at Experience the Message. I am a busy lady and a picky blog reader. Max’s blog is the first I’ve added to my subscriptions in forever, which probably tells you how much I love what he’s writing. This post about contrasting expectations for two companies (Apple gets their groove on here) is simple, pithy, and has an aha! kick to it. I know you’ll love his blog, too!

Also from my new fascination, Experience the Message, this charming video: My Favorite Experiential Spot. Fair warning, if you’re a parent it might induce a nostalgic sniffle. Not what I expected from a diaper company at all.

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:

Terrible Things We Do to Our Customers and Colleagues

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