Blog
Word Nerd Wednesday: Management
Calling what we do customer experience “management” may do more harm than good. Read why and what to say instead.
Word Nerd Wednesday: Hygiene
Some aspects of customer experience just have to be there in every interaction. I call those experience hygiene factors.
Do you know where that data came from?
How to avoid using sketchy stats in your customer experience business case.
Word Nerd Wednesday: Framework
Word Nerd Wednesday is a weekly series that uses words to learn about, understand, and improve the world around us. #wordnerdwednesday Someone asked me this week which customer experience framework I think is “best”. That’s a hard question to answer because the word “framework” means so many things to so many people, making it a … Read more
Word Nerd Wednesday: Inauguration
The strange connection between birds, fortune tellers, and the swearing in ceremony as we now know it.
Word Nerd Wednesday: Rapport
When you have good rapport with someone, interacting with them feel easier and more pleasant. Rapport can be instant – you meet someone you just “click with” – or build over time. One way we build rapport is by mirroring other people’s facial expressions, tone, pace, and body language as we interact. It happens unconsciously … Read more
Word Nerd Wednesday: Peace
“Word Nerd Wednesday” is a weekly series that uses language to help us think differently and solve old problems in new ways. This isn’t the word I planned to use to kick off 2021 but it’s the only one that seems appropriate. Hoping everyone can find a little tranquility in this chaotic day.
