#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 – WATERMELON
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
Word Nerd Wednesday – USEFUL
#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 – 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
