http://www.viddler.com/player/e2d3a47e/

I really like Gary’s video about consumer expectation shifts. Particularly dig the “scale your caring” idea (the man can turn a phrase, no doubt about that). And I agree that consumer expectations with regards to attention and listening have, in many cases, scaled upward.

But what about the areas where consumer expectations have gradually slid in the opposite direction? Industries like banking, where any number of the core parts of the experience are jettisoned to help meet a different expectation (like lower fees) in an equation that the consumer was never thrilled with (we’d gladly pay a fee here or there if we got some genuine, trusted help in managing and growing our personal fortunes).

Don’t forget about the opportunities created by those industries, to step in and reverse a trend in consumer expectations. Look for spots where there’s still room to exceed expectations.