Can you say experience?

That is 9 times. This advertisement insert in this months Inc. Magazine caught my attention. Especially because of its over abuse of the word experience.

Cars have always been about experiences (right?), but marketing "experience" in the way Lincoln did is almost repulsive.

Here is my basic premise. Experiences are meant to be had and shared, not simply identified as an "experience". Looks like one of the Madison advertising agencies decided to act on a hot new "buzz word"... I think they are completely missing the point and the opportunity. And in the end, this could be their demise.

Am I over reacting, or are you also getting weary of advertising like this?

Another cool friend

Side note: After what has turned out to be another 30 day hiatus from this blog, I'm back...

While traveling around I have met another inspiring person...

Tim Ogilvie, a fellow Scotsman, and CEO of Peer Insight LLC met me in Washington DC for a quick conversation about the state of customer experience in our country. Yes, we found a Starbucks to begin the conversation, and then continued on the way to the airport. He has teamed up with former Ideor Jeneanne Rae to found their remarkable firm. Their unique service model helps firms see emerging trends within their business sector.

Tim and I shared many similar thoughts about the state of the customer experience industry (if we can call it that yet?) :

1. We are in the infancy stages of this thought movement / industry
2. Capacity of experience architects, and other experience experts will soon be outstripped
3. The base of providers is highly fractured, and cluttered by "me-too" advertising firms trying to jump on the bandwagon
4. A common language is missing - instead several firms are attempting to trademark their own little vernacular (in direct contradiction to many of the customer experience elements I hold dear...)

So, if you are interested in joining our conversation, please drop me an email.