100% B.S.-free!

This will contain some josh and some news value.
—Harold Ross (in writing the 1924 prospectus for The New Yorker, which he founded)

Dear readers and friends, crowd around. Having you join our luncheon once again makes this a value-added treat. Harold Ross, loyal friend of the Algonquin Round Table, was a great fan of a fine story, and this week we’ve got stories he’d love, told in many fine ways to entertain, inform, and surprise you. 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!

A Web of Stories by Jon Swanson at Small Biz Survival starts us off today. “We know the web is a collection of links. But that’s just the technical definition. It’s actually a collection of people doing business the way it’s always been done, when it’s done well.” Well worth repeating: we’re the same folks as we are offline. Or if you like, the more things change, the more they do stay the same. A charming story that will get you thinking and leave you with a smile.

Can this quickie get you through your long summer days without bourbon? Brands I Love: Knob Creek tells the world “Thanks for Nothing” by Dave Knox at Hard Knox Life. Knob Creek tells a story that resonates powerfully, in very few words—and makes a little Kentucky lemonade out of the lemons they were handed, too. Thank goodness my bottle’s half-full.

Looking through my Google alerts for this week, I came across several posts touting the amazing conversations you and I want to have with our brands. I’m not going to name names, but let’s just say I was surprised at some big bloggers who’ve been drinking the Kool-Aid this week. (Some dear friends and readers may not be quite as surprised as I.) Sad, really, because that pie-in-the-sky story isn’t relevant to your small business or mine, nor to the lives we really lead. Then thank goodness, Olivier Blanchard came along and saved the day with his practical wisdom. I should have gone to The Brand Builder Blog first! Read, and watch the utterly no-nonsense video, at Defining Social Media ROI once and for all. Return on investment!! Ah, yes. I remember it well.

You know I scour the Internet for witty takes on Customer Experience, y’all. That’s what the Round Table should be about—it’s Saturday, we’ve got our martinis in hand, and we want a laugh if there’s one out there! Boy, Randy Saunders really delivered this week, with his posting of Dave Carroll’s video “United Breaks Guitars.” Watch it at Frustrated Passenger Sings Out about United Airlines Experience at The Perfect Customer Experience, and just try not to laugh out loud. A rant, a super laugh, and a huge lesson. Social media hasn’t changed everything, we all know that—but oh ho ho, it has brought some changes.

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:

What’s Short, Sweet, Sparkly, and Ruby?

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