Why Do the Words Matter?

As a marketing and communications professional, I have always considered wordsmithing to be an essential part of my writing process. I could refer to it as “editing” but, to me, the term wordsmithing speaks to a more creative frame of reference. It also happens before a particular piece is ready to be seen and edited by someone else.

The making of changes to a text to improve clarity
and style, as opposed to content.

Continue reading “Why Do the Words Matter?”

Looking Ahead to 2022

In December of last year, we were hopeful that 2020 was the only holiday season we wouldn’t be able to visit some or all of our friends and families face to face. And yet, here we are in the latter part of December 2021 still in the throes of fighting the pandemic and the most transmissible COVID variant to date. Many businesses are struggling to survive another COVID wave.

It’s difficult to think beyond the current situation sometimes. Some days it seems like we have been here, in a kind of limbo, forever. The ‘light at the end of the tunnel’ fades in and out with the ebb and flow of pandemic case counts.

The good news is that we have several things to help us this time around: vaccines, treatments, protocols, and our experience. I don’t even want to imagine what the pandemic’s ‘5th Wave’ would look like if we still had no effective procedures.

Be Safe. Be Flexible. Be Considerate. Be Kind. Be Strong.
We are all anxious and worn down. We are all in the same boat.


I wish you all the best during the holidays and in the new year.
Here’s a virtual ‘Cheers!’ until we can meet again.
It will happen. Hang in there!


Happy | Merry | Cheers!
Peace | Hello | Celebrate!

Winter Solstice, Christmas, December, Hanukkah, Kwanzaa, Festivus,
New Year’s Eve/Day, Ōmisoka,
Bodhi Day/Laba Festival, Yule,
Pancha Ganapati, Dongzhi Festival, Hogmanay, Boxing Day,
World Juniors Hockey Tournament, Chichibu Night Festival.

Did I miss your favourite December holiday?
Doing something creative, safe and fun to spend time with your friends and families?
Let me know in the comments!

Want Better CX? Nurture your Employees

A great Customer Experience (CX) begins with a great Employee Experience. In retail, offline and online, you are trusting your business to the people on the front line; cashiers, servers, technical service reps, customer service reps, clerks, ambassadors, helpers, etc.

Consider this…have you ever noticed that a customer service person was having a bad day despite the smile on their face and the kind words on their lips? Of course you have! Because how an individual feels gets projected consciously and/or subconsciously every time they interact with you.

Continue reading “Want Better CX? Nurture your Employees”