Use love words to make customers (and employees) smile

words create worlds

“Words are events, they do things, change things. They transform both speaker and hearer; they feed energy back and forth and amplify it. They feed understanding or emotion back and forth and amplify it.” ~Ursula K. Le Guin   Two collection boxes. One says DONATING=HELPING. One says DONATING=LOVING. What would you guess the impact of replacing the word HELPING with LOVING had on donations? Language, because of it’s emotional resonance, has a surprising impact on an experience. Unlike the […] Read more »

The surprising impact of language on the customer experience

“Do or do not. There is no try.” ~Yoda

“Do or do not. There is no try.” Yoda Two people. Two ways of providing the same answer. In the examples below, what do you think the impact of answer A vs B was on the customer’s perception of effort and satisfaction? Example 1 Answer A: You can’t transfer funds until you go through these steps to authorize the account Answer B: Let me walk you through these steps to authorize the account Example 2 Answer A: […] Read more »