289 positive words to help you design a great experience – Part One of a three part series

On average, we as individuals speak over 7000 words a day.  The words we use make an imprint on the world around us.  For companies that are competing for business and market share, the words spoken by their employees and customers have a tremendous impact on the success of that company.  In this 24/7 worldwide news and social media environment, positive or negative words can go viral in a heartbeat which can be both beneficial or detrimental to a company.  Being on top of these words and understanding how people feel is vital to perception management.  As we move forward, the customer and employee experience will continue to separate the industry leaders from the pack.  By taking a more proactive and constant monitoring approach, your organization will be on top of the words that people are using to describe the people, products, services, and the experiences they have when doing business with your company.

In the first of a three-part series, you will find below 289 positive words that you can use to be proactive in bringing positive experiences.  Whether they are for customers, patients, students, citizens, or employees, being proactive and designing great experiences can put you on a successful path as a human experience leader.  In the second part of this series, we will share touchpoints that you can mix these positive words with to provide great experiences along an individual’s journey with your organization.  In the third and final part of this series, we will go into the measuring of a touchpoint and a journey to learn the words that people feel and share ideas to constantly improve the experiences you bring.

Recommendation

We recommend that you print this post and bring it to a meeting or have it at your desk.  Find and circle the words that you want the experiences in your organization to represent.  Add to this list the words you do not find and feel free to share them with us.  As you find words that you want to use, focus on what it will take to make that word a permanent part of your organizations culture and experiences.  As an example, let’s say you want “Excitement” to represent your organizations experience.  The next step is to take that word and build that as part of your culture, training, and the touchpoints (next week’s post) that people experience every day at your business.  As energy is focused on certain words, the words become part of the experience and atmosphere, thus driving these words into experiences, reviews, and stories about your business.

Positive Words

Individual expectations and perceptions are constantly changing.  Especially as we are moving through this pandemic.  In a previous post, we discussed how one study showed that people have moved from fear to anger as this pandemic has stayed around.   The words expressed by people will be different when they move from one emotion to another.  In this post, we will cover positive words that you can review to put into the design of your experiences.  Although it would be ideal if every positive word was part of an experience, each person has a limited amount of time and energy.  As such, pick the words that most represent what you want to bring.  The following list is a good starter list to get going on this objective.

Another way to add value to this exercise is to take the words you choose and spend time evaluating them at a deeper level on how the word improves a person’s life experience.  As an example, let’s say you wanted “Welcoming” to be a strong part of your organizations culture.  This word is a powerful approach word that invites trust, emotional bonding, friendship, and other positive emotions that go towards a long-term relationship.  All of us want to be welcomed and to belong.  As a person experiences this word and feeling at your organization, it brings a positive impact to not only an experience at your business, but it adds to the life experience of the person you positively impact.  Each word takes on its own individual meaning beyond just buying a product or service.  This effort of taking it to another level is what truly makes a positive human experience.

Wrapping it Up

Take the time to go through these 289 words to find out what best represents the customer and employee culture you want your organization to have.  Share them with others to collaborate on the words and then also dig deeper on each word that you choose.  Discover what makes a person truly bonded to your organization and what the words mean at a deeper level.  By proactively making the positive words a part of the design of your organization’s experiences, you can have customers and employees sharing these words to others in their social circle and online.  Visit SmileyAnswers next week to see the follow up blog post on the touchpoints you can share these words with to find ways to improve the journeys that people have with you.

About SmileyAnswers

SmileyAnswers is the leading reseller of the HappyOrNot® Reporting System within the United States, Canada, and the U.K.  HappyOrNot® has over 1.5 billion feedbacks to date and is a leader in capturing the real-time insight of customers, patients, and employees.  With the recent addition of the Smiley Link and Smiley Digital, SmileyAnswers is in the unique position to capture a whole journey Live by using the Smiley’s for both digital and physical touchpoints.  Organizations can “listen” to how people feel at all the important touchpoints.  After capturing real-time feedback at these touchpoints, organizations can then “learn” what and where the hidden pain points are to make immediate positive changes.  Finally, successes can be shared with Live Sharing, Social Sharing, digital boards, social media, email, power points, and more.  This process can be repeated daily throughout the year to constantly improve human experiences.