CX Tip #18: Remove Jargon from Customer Communications

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CX Tip #18: Remove Jargon from Customer Communications
(Purposeful Leadership)

Standing out from the BCBS of Michigan’s accomplishments is its Clear and Simple effort to help the business become easier to understand and do business with. BCBS of Michigan’s Customer Commitment guides the way the organization serves its members. It focuses the company on being easier to understand and do business with in everything from language to business practices. The related Clear and Simple effort generated over 50 requests from across the business to help different areas become more clear and simple, and involved 375 employees in those improvement projects. Click for more info

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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