• The power of very simple changes to your language to the customer experience
• How do you use words to remove customer friction in service 
  • In service recovery - How to Say Sorry less, apologize more
  • What are the steps in actually getting forgiveness when your brands screw up
• How do you use words to reduce turnover
• Where do you start?

Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister