#wordnerdwednesday Why haven’t we made more progress in #CX when we have all the tools we theoretically need? When my friend and former colleague Sam Stern lamented this issue in a post last week, I pointed out that most business people still don’t really understand what CX is. “CX definition” is still one of the … Read more
Word Nerd Wednesday – USEFUL
Word Nerd Wednesday – ROADBLOCK
I come from a long line of stubborn people. I love them dearly, but my family doesn’t like change and they don’t like being told what to do. Perhaps some of you out there can relate. 😉 This used to frustrate me to no end, but when I entered the corporate world I realized they’d done … Read more
Word Nerd Wednesday – ANUMERIC
Can you imagine a world without numbers? I recently stumbled on an article about people living in what are called “anumeric” cultures. The concept of exact quantity doesn’t exist in their world. Their languages have generic words for “some” or “a few” but nothing more specific. It’s hard to imagine. But it’s true. Numbers aren’t … Read more
Word Nerd Wednesday – REINVENT
The watch-word from PWC’s annual CEO report was “reinvent.” Almost half of the 4,702 CEOs surveyed said their company won’t be economically viable in ten years if it stays on its current path. Yikes. Other than technology change, the biggest thing driving corporate reinvention is changing customer preferences. This has HUGE implications for CX leaders. … Read more
Word Nerd Wednesday – Fluffle
#WordNerdWednesday Rabbit holes may be bad, but rabbits themselves are adorable. Even cuter is the term I recently learned to describe a group of bunnies – a fluffle! With Spring on the horizon there will soon be fluffles and fluffles of bunnies running around. If that doesn’t make you smile nothing will. 😊
Word Nerd Wednesday – Rabbit Holes
#WordNerdWednesday What should we measure? Who owns CX? Which customers are most important? Questions like these have no one “right” answer, so they often trigger an endless debate that keeps CX teams from making progress. They are CX Rabbit Holes. I’m going to be sharing strategies I’ve used for getting out of CX rabbit holes, but … Read more
Word Nerd Wednesday – TARNATION
“What in tarnation?!” I never wondered what the word “tarnation” meant until an article popped up in my feed about it this week. Is it even a real word, I wondered? Yes, it is. Link: https://www.mentalfloss.com/posts/what-in-tarnation-meaning Even more interesting, though, is the fact that the character most associated with “tarnation” – Yosemite Sam – never … Read more
Word Nerd Wednesday – Moonshot
#WordNerdWednesday An executive I work with told his colleague about the program we’re building to create a more customer-centric culture. That person responded skeptically, “That would be amazing…if you can pull it off.” Such skepticism isn’t without merit. Many companies have tried to shift from being product- or sales-centric to being customer-centric and either a) … Read more
Word Nerd Wednesday – Verboten
What if the terms “customer experience” and “experience” were suddenly verboten – i.e., banned – from your vocabulary? How would you describe what you and your team do? It’s a question worth asking, given the economic climate we’re in. Several people have told me lately they feel like “CX” isn’t top of mind for C-Suites … Read more
Word Nerd Wednesday – LOVE
Last month, I found an HBR article called “The Business Case for Love.” Spoiler alert: it’s not about the roughly $25 billion experts think people will spend on Valentine’s Day in 2024*. The article is about the difference in economic value between customers who are “satisfied” and those who say they LOVE a company or … Read more
