Impeccable Languaging

Customer Experience Tip #1284

Take a close look at the terminology being used inside of your industry and — most importantly — inside of your own organization. Is it customer-centric? If you’re still using terms that could feel negative or unfriendly, you don’t need anyone’s permission to reinvent. Your language helps to shape your culture. Be intentional about it.


  1. HI Steve,

    I especially like your use of the term “invent” here. I really believe that we are all creative and all able to invent language as well as all sorts of innovative ideas. I think we are at our best when we are letting ourselves “invent”. Louisa

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