“Word Nerd Wednesday” is a weekly series that uses language to help us think differently and solve old problems in new ways. You know platitudes when you hear them, even if you have never heard the word until now: The customer is always right.Leadership starts at the top.Customer expectations are changing. Customers are our most … Read more
Word Nerd Wednesday: Platitude
Word Nerd Wednesday: Travel
“Word Nerd Wednesday” is a weekly series that uses language to help us think differently and solve old problems in new ways. While working on a project in the travel ector I learned that the idea of an easy travel experience is an oxymoron, at least from an etymology perspective. The word “travel” evolved as … Read more
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.
