For the past 8 years, all of my work has been with B2B firms. My mission is to help them grow by understanding and meeting their customers’ needs better than anyone else – but that’s trickier in B2B than in B2C. B2B firms serve multiple roles within a single “customer” account. Understanding the needs, perceptions, … Read more
Users, Influencers, and Buyers… OH MY!
Word Nerd Wednesday – FIREWORKS
Why do we light fireworks on the 4th of July? They’ve been used to celebrate major events in England since the days of Henry VIII. Colonists carried the tradition with them across the pond, and when America declared independence in 1776, Patriot and future President John Adams suggested including them in what he assumed would … Read more
Word Nerd Wednesday – Azalea
I recently learned that the name of the Azalea flower comes from a Greek word for “dry, withered, or parched.” Some say it’s because the plant does well in dry sandy soil. As someone with a horribly black thumb, I have no idea if that’s true or not! (Gardeners feel free to weigh in) But … Read more
Word New Wednesday – GAME-CHANGER
Earlier this week I saw a cartoon that felt perfect for today’s AI-obsessed world. The caption read: “Before using game-changing technology, you have to know which game you’re playing!” Technology that helps in one game (industry) might be counterproductive in another. For example, financial services is a notoriously conservative industry. For some firms, waiting to … Read more
Word Nerd Wednesday: POWER CORE
n 2006, Jeanne Bliss introduced the concept of “Power Core” – the part of an organization that sets the tone and drives the agenda. She found six archetypes: Product Power Core, IT Power Core, Marketing Power Core, Sales Power Core, Vertical (Industry) Core, Customer Power Core. Does one of those resonate? To identify your organization’s power … Read more
Word Nerd Wednesday – CASH COW
When I joined AT&T in the late 1990s, its legacy business – long distance phone service – was in decline. Email was replacing calls in the business world and fledgling wireless carriers were enticing residential subscribers to try cell phones with free long distance as a matter of course. This posed an interesting challenge … Read more
Word Nerd Wednesday – RED HERRING
“Red herring” is a euphemism for something that gets put in one’s path to intentionally distract or mislead. The first known use was in an 1833 essay by English journalist William Cobbett. The author told the (probably fictional) story of using the scent of smoked fish** to distract hunting dogs from the trail of a … Read more
Word Nerd Wednesday – WATERMELON
#WordNerdWednesday I had never heard the term “watermelon” in a CX context until recently. Someone at the CXPA Leaders Advance conference used it to describe CX metrics – watermelon metrics look green at the top level but red as soon as you peek below the surface. I loved that, and it made me think of … Read more
Word Nerd Wednesday – SCRATCH
Have you ever wondered where the phrase “starting from scratch” came from? I hadn’t until an article on the topic came across my feed recently. It seemed perfect for #WordNerdWednesday. “The scratch” is what 18th century folks called the starting line in a race or sport. It was, quite literally, a line scratched into the … Read more
Word Nerd Wednesday – INCLUSIVE
#wordnerdwednesday Design isn’t my area of expertise, but thought this was a neat example of inclusive design when I found it on BrilliantEarth.com recently. I wanted to share because the more examples of inclusivity we see and promote, the faster it will become the norm. At least that’s what I hope! To that end, I’m … Read more
