#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 – Fluffle
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
Word Nerd Wednesday – Spuddle
Have you ever had a day where you’re super busy but feel like you got nothing done at the end of the day? I find having a way to express it helps.Â
Word Nerd Wednesday – Participation
I’ve seen so many CX leaders THINK they have “buy-in” but learn the hard way that all that really means is head nodding. I suggest making “participation” your goal instead of “buy-in.” Read more to learn why.
Word Nerd Wednesday in Icelandic!
Just got back from my first trip to Iceland – what an amazing experience! While there, I wondered how you say “customer experience” in Icelandic.
