I make my living as a media production and communications consultant so it is natural that words are important to me. They are critical to communicate a message precisely, make sure that the tone is accurate and obtain the desired results. But words are funny things. Meanings can change over time. New words find their way into the dictionary (or Wikipedia). Some words disappear never to be spoken again. 

Do you sometimes feel like the person or organization that you are buying from acts like they are doing you a favor? I do. You go into a store and literally have to tackle someone to help you. You call a company and don't get a call back for days. You get the distinct impression that you are an inconvenience rather than a customer. We have all had those experiences. Several recent events have caused me to think about this whole area we call “customer service” or the now popular term “customer experience.”