Calling what we do customer experience “management” may do more harm than good. Read why and what to say instead.
Word Nerd Wednesday: Management
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.
Planning the Exit Experience
How to sunset crisis-era offers the customer-centric way.
Word Nerd Wednesday: Honor
“Word Nerd Wednesday” is a weekly series that uses language to help us think differently and solve old problems in new ways. It’s Veterans Day. To truly honor them we have to go beyond ceremonies and words a few times a year. They are our coworkers and neighbors all year long, and they’re watching what … Read more