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.

Comments

  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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