People who know me know there are few words I despise more than the word experience--experience as it is used in the world today.
Just now the ad below stalked into my Linked In feed, and had the temerity to call "pre-agent" hold time--a customer experience.
Yeah, you fuckwads. It's an experience. And it sucks.
In any event, some time ago, I don't really remember when or where, I happened upon the chart below. If you make your living with words, or if you just strive to be a human, you might want to consider it. It's quite an experience.
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