Know Thy Customer, and You Shall Know Better Paydays

And there was that poor sucker Flaubert rolling around on his floor for three days looking for the right word.
— Dorothy Parker

Dear readers and friends, crowd around. Having you join our luncheon once again makes this doubly special. Like Flaubert, I have been known to roll around on my floor for days, looking for the exact word that will draw you, dear reader, into the conversation. Unlike Flaubert, I can bring in the help of blog authors from around the globe, every week. And so I have! I’ve invited new friends and old to share their fresh perspectives 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!

Do telecoms know much about the role of trust in Customer Experience? Who does? Read Trust Me—Loyalty Marketing Isn’t Hard at Hipkin’s Hip Shots. James Hipkin says keep it clear if you want to keep your customers—confusion kills trust.

“15% of the audience in a Broadway shows only attends one show in their lifetime.” But that’s not where the smart money goes, says Rebecca Goldstein in her thoughtful short piece, The Ego vs. Smart Marketer at The 150 Project.

You know I like to talk up the benefits of reaching out to your Ideal Customers for their thoughts on your product or service. Here’s a great example of the power of reaching out: Wanna Get Better? Just Ask How by Todd Schnick at The Intrepid Group blog.

This Just In: The $40,000 Coupon; Direct Mail on the Cheap by Susan Abbott at Customer Experience Crossroads. The coupon got my attention, too, but hang around for Susan’s truly “direct” mail story, from the streets of Toronto…

… where something wonderful is obviously in the air! Edder wrote about the Best Thing EV-er at I Don’t Care for Your Tone, it crossed the ocean to be discovered by Alex, blissfully curing your Someday Syndrome from sunny España, and I am so glad this story made its way back over the pond to me—because, yeah, it’s just about the best thing ev-er. Customer Experience like this is what makes a few of the Big Boys stand out, year after year, come hell or… no water.  🙂

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:

Two Kinds of Confounded Expectations

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