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 an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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