Off Topic: A Handful of Super Bowl LII Thoughts

First of all, I want to say congratulations to all of the Philadelphia Eagles fans out there. Your team won a great game that capped off an amazing season!

Super Bowl LII in US Bank Stadium, Minneapolis, MN

I was lucky enough to attend my third Super Bowl (SB LII) yesterday. Unlike the endings in Super Bowls XLIX and LI, my Patriots did not win the game. Here are a few quick thoughts about the experience:

  • Minneapolis was a very welcoming community. From the moment we landed, everyone in Minneapolis was wonderful. Our plane was greeted at the gate by about 20 volunteers with signs and a balloon archway. Throughout the city, we ran into locals who volunteered their time to joyfully help us visitors find what we were looking for, and to make sure that we enjoyed our stay in Minneapolis.
  • Winning feels better than losing. When the game ended in a loss, I suddenly was dreading the long trek home—something that I looked forward to during my previous two Super Bowls. And it was a lot more fun celebrating with crowds of people after the last two Super Bowls, than it was this time when we just went back to the hotel and want to bed.
  • Humans should never face negative temperatures. We spent a large portion of our visit in Minneapolis facing sub-zero temperatures. That’s just too cold! Our rental car didn’t even have a negative sign, so it showed the temperatures rising even as we were falling closer to the bottom of the Kelvin scale. It was so cold that I couldn’t handle my cell phone, but it didn’t matter because the touch screen didn’t work and I couldn’t talk.
  • I’m very thankful for Minneapolis’ enclosed maze. This relates to the previous item. We had a one mile walk from lunch to the stadium, which may have led to the loss of feeling in my fingers and toes. Luckily, we were able to stay inside for just about the entire time. How? There’s a labyrinth of enclosed walkways that weave throughout downtown Minneapolis. I guess even Minnesotans can’t get used to those temperatures.
  • The Mall of America was a fun destination. I haven’t visited the Mall of America since I was on a teen tour many, many years ago. In the middle of the mall is a full amusement park with multiple roller coasters. I enjoyed a nice ride on the ferris wheel. It was particularly entertaining, because the mall was full of Super Bowl-related activities.
  • I’m very, very lucky. Despite fighting the cold and seeing my team lose the championship, it was a wonderful experience that I was able to share with my son, father-in-law, and a friend. We’ve been incredibly blessed by the success of the Patriots, and I am proud of what the team has accomplished. We may have lost a game, but having memorable moments with people who you care about is winning in my book.

The bottom line: Looking forward to cheering for my Patriots in Atlanta at Super Bowl LIII!

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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