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238. Start With “What” to Create Clarity w/ Ann Latham

The Customer Experience Podcast

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The Power of Clarity

The power of clarity is we're not as clear as we think we are and it's costly. We have more words, shared vocabulary, to talk about the temperature of soup than we do about levels of clarity. So I define clarity as knowing exactly what you're trying to accomplish in terms of very specific outcomes. And then on the other end, I put disclarity and I coined that phrase because I got really sick of typing lack of clarity and total lack of clarity.

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