Business and Customer Experience Marketing Tips from "Unreasonable Hospitality"

Want to add a good book to your non-fiction to-be-read pile? I recently read "Unreasonable Hospitality, The Remarkable Power of Giving People More Than They Expect" by Will Guidara, and even if you don't work in a restaurant or other hospitality venue, there are numerous business and customer experience marketing take-away tips, and I highly recommend it.

According to the book's back flap, "Will Guidara is the founder of Thank You, a hospitality company that helps leaders across industries transform their approach to customer service. He is also the former co-owner of Eleven Madison Park. In his book "Unreasonable Hospitality," he shares many of the lessons about service and leadership he learned throughout his career in restaurants and makes the case that any business can choose to be in the hospitality industry by taking ordinary transactions and turning them into memorable experiences. A native of New York and graduate of Cornell University, he's co-authored four cookbooks. The restaurant Eleven Madison Park, under the leadership of Guidara and Daniel Humm, received four stars from the New York Times, three Michelin stars, and then in 2017, arrived at the top of the list of the World's 50 Best Restaurants. In addition, the restaurant was the recipient of seven James Beard awards, including Outstanding Service and Outstanding Restaurant in America."

I totally agree with Simon Sinek, who wrote in the book's foreword, "Will not only transformed a restaurant, but challenged our entire idea of service. The lessons in "Unreasonable Hospitality" have as much relevance to real estate agents and insurance brokers - even government agencies - as they do for people who work in restaurants and hotels. His thoughts on leadership are as applicable to business-to-consumer companies as they are to buiness-to-business companies. Indeed, any organization would benefit from his thinking."

I placed so many post-it notes throughout the book that it was hard to see the pages! So, it should come as no surprise that I found a myriad of business and customer experience marketing tips for leaders of organizations in any industry sprinkled throughout. 

Here are my top five:

(1) The 95/5 Rule: Manage 95 percent of your business's operations and finances down to the penny. Then spend the remaining 5 percent "foolishly," intentionally investing it in creative, unquantifiable, and emotionally impactful gestures for your guests. Early in Will's career while working at the Museum of Modern Art in New York City, he designed a gelato cart for the Sculpture Garden. After managing the budget aggressively, he believed that he'd earned the right to splurge on expensive blue gelato spoons. As he wrote in the book, "I had to have them; the Sculpture Garden deserved them. Nothing else would do...[that one small detail] would dramatically transform the experience of getting a gelato at that cart."

(2) Intentional Magic: Pay close attention to what guests say in passing. After overhearing a conversation at a guest's table, Will once sprinted outside his restaurant to buy a $2 street hot dog for a group of tourists who said they regretted not trying one. It was cut into four pieces and placed on a plate with mustard, ketchup, sauerkraut, and relish and served on white tablecloths to create a legendary memory. The guests freaked out as Will told them, "We're thrilled you chose us for your last meal in New York, but we didn't want you to go home with any culinary regrets."

(3) Hospitality versus Service: Service is WHAT you do for people and how efficiently you do it. Hospitality is HOW you make them FEEL while you're doing it. Another way to think about this concept: Service is black and white, while hospitality is color.

(4) Team-First Leadership: You cannot provide great hospitality to customers without first providing it to your team. Hire for mindset over experience and give more compliments than criticisms.

(5) Employer Branding and Employee Experience: The best way to respect and reward the A players on your team is to surround them with more A players. You cannot expect someone to keep giving all of themselves if you put someone alongside them who isn't willing to do the same.

SHARE THIS: A leader needs to be a host. They need to pursue with creativity and intention, a genuine sense of connection amongst the people that work with them. Because if we don't feel like we are in a community with our colleagues, we'll never do anything. ~Will Guidara #BookReview #Leadership #CX #DebbieLaskeysBlog

Image Credit: Amazon.

Read "Outside the Gates" - one of Will's memorable e-newsletters about customer experience marketing:

https://www.unreasonablehospitality.com/premeal/outside-the-gates

If you'd like to read more from Will, sign up for his bi-weekly newsletter:

https://www.unreasonablehospitality.com/premeal

Read examples of amazing customer experience marketing here on my Blog: Want Your Brand to Soar Above the Competition? (April 2018):

https://www.debbielaskeysblog.com/2018/04/want-your-brand-to-soar-above.html

FALL BACK TO READING SERIES 2026 featuring Amanda Hahn-Peters

Following in the footsteps of eight previous series where thought leaders responded to questions on my blog over the last several years to discuss leadership, marketing, reading, and the Olympics, I'm thrilled to announce that it's time for my 9th series!

During the Fall season (each Monday from September 28th through December 20th), I'm welcoming a dozen thought leaders to share their insights about reading, books, personal branding, and leadership. Today, Amanda Hahn-Peters is my featured expert. Amanda is a copywriter, content writer, and marketing strategist that collaborates with creative business owners and impact-driven brands to uncover and share the stories that connect them to their audience. She's also a former professional triathlete-turned-endurance coach and now coaches runners and triathletes through her endurance coaching business, AHP Endurance. When she isn't writing or coaching, Amanda enjoys traveling, reading, attending theater productions, and spending time with her baby daughter, husband, and cat. She's also a lover of musicals who thinks in song lyrics. When I met her on Twitter/X in early 2025, her pinned post sang to me: "If you could swap your email sign-off with song lyrics, what would you choose? Defying gravity, Amanda." Is anyone else a fan of WICKED?!

Before we begin, I'd like to share my two favorite reading quotes to set the stage:

"If you give a person a book, you give him the world." ~New York Times bestselling author Kristin Harmel (from her work of historical fiction, "The Paris Daughter")

"For you unlock magic that is hidden within, and opening the cover is how you begin. Oh, all the worlds and the places you'll see; when you hold a book, you hold the key." ~Caroline Derlatka

And now, let's begin.

QUESTION: What was the last book (fiction or non-fiction) you read? What stood out as memorable, and would you recommend it?

AMANDA HAHN-PETERS: The last book I read was "The Correspondent" by Virginia Evans. The story is told entirely through letters, and readers act as detectives, piecing together the life and relationships of a retired law clerk in her 70's. Beyond the format and the hinting at unsent letters (the power of words left unsaid), what stood out to me was the main character's ability to seek personal growth and forgiveness in her "winter season" of life.

QUESTION: Which book (fiction or non-fiction) is on the top of your to-be-read pile (or first in your digital reader), and why?

AMANDA HAHN-PETERS: The next book on my TBR is "The Wedding People" by Alison Espach. The main reason I want to read it? I've seen many of my friends on Goodreads give it 5 stars. And, from the plot summary, it seems to highlight the power of unexpected connections (which sounds lovely) and mix heartwarming moments with dark humor.

QUESTION: With all the streaming services available, many works of fiction are now adapted into films or TV series. During the last year, have you watched a film or TV show and been impressed and/or inspired by the adaptation? (If you haven't watched any adaptations, are you looking forward to any currently in the planning or production phases?)

AMANDA HAHN-PETERS: While I haven't read the entire Bridgerton series (only a few books), I'm a big fan of the TV series adaptation on Netflix. The acting is great and I love the unexpected addition of the pop instrumental music (a great way to mix the British Regency era with modern day). Also, even though it's only a voice part, it makes my heart so happy to see Julie Andrews still acting!

QUESTION: If you're a fan of the TED LASSO series on Apple TV, have you watched the new season (that returned on August 5th)? If yes, what stands out about Ted's leadership lessons or leadership style from the new season? Alternatively, if you're not a fan of the show or have not yet watched it, is there another CURRENT TV show that showcases inspiring leadership?

AMANDA HAHN-PETERS: I thought the Netflix show "The Crown" did a great job highlighting the significant responsibility and struggle of being a leader. Queen Elizabeth's life was one that was largely devoted to public service, and, as is showcased, she realizes the weight of her decisions (and how they affect a large number of people) and often turns to trusted advisors to help her make the most informed choices. This is a great reminder that successful leaders don't act alone — they surround themselves with smart people they can trust.

QUESTION: Which author (either from history or currently writing) would you choose to have dinner with, and what would you discuss?

AMANDA HAHN-PETERS: This is a tough question because I have multiple answers, but the first author that popped into my head while writing this was Jane Austen. I'd love to ask her how her personal life inspired her books, and, since we'd be having dinner in 2026, we'd discuss what social commentary would look like if she published a book today. Additionally, I'd like to know whether or not she's surprised by the progress women have made since the 1800's. And, of course, I need to know her favorite movie adaptation of "Pride and Prejudice!"

SHARE THIS: Successful leaders don't act alone — they surround themselves with smart people they can trust. ~Amanda Hahn-Peters #FallBacktoReadingSeries2026 #TheCrown #ReadingInspires #DebbieLaskeysBlog

My gratitude to Amanda for participating in this year's fall back to reading series and for sharing inspiring recommendations! Until next time, happy reading!

SHARE THIS: If you give a person a book, you give him the world. ~@KristinHarmel #ReadingOpensMinds #FallBacktoReadingSeries2026 #DebbieLaskeysBlog

SHARE THIS: A bibliophile is a lover of books, while a lectiophile is a lover of reading. The distinction is due to the object versus the activity. #FunFact #ReadingIsMySuperPower #FallBacktoReadingSeries2026 #DebbieLaskeysBlog

Image Credit: Mariana Serdynska/Shutterstock via Portland Monthly.

Meet Amanda at this link:

https://www.linkedin.com/in/amanda-hahn-peters

Read Amanda's previous appearance on my Blog:

https://www.debbielaskeysblog.com/2025/05/spring-leadership-series-2025-featuring_0723303817.html

Check out these related recaps here on my Blog:

Highlights of My #FallBacktoReadingSeries2025 (December 21, 2025):

https://www.debbielaskeysblog.com/2025/12/highlights-of-fallbacktoreadingseries20.html

Highlights of My #FallBacktoReadingSeries2023 (January 31, 2024):

https://www.debbielaskeysblog.com/2024/01/highlights-of-my-fallbacktoreadingseries.html

Competition versus Collaboration

Want to add a good book to your non-fiction to-be-read pile? I recently read "UNCOMPETE: Rejecting Competition to Unlock Success" by Ruchika T. Malhotra and highly recommend it.

Ruchika Malhotra, an award-winning inclusion strategist and speaker, is CEO and Founder of Candour, which works with organizations to create diverse teams and inclusive cultures. A former business journalist, she has reported from four countries and writes regularly on inclusive leadership for the Harvard Business Review. She was named to the Thinkers50 list, a global ranking described by the Financial Times as the "Oscars of Management Thinking." And she wrote two books prior to UNCOMPETE: "Inclusion on Purpose: An Intersectional Approach to Creating a Culture of Belonging at Work" and "The Diversity Advantage." Back in 2025, Ruchika graciously appeared here on my blog in a Q&A.

Here were some stand-out concepts from the book:

Ruchika explained that when we UNCOMPETE, we intentionally:

(1) CHOOSE what's best for the group and environment NOT INSTEAD OF the individual;

(2) ACT in the spirit of collaboration, curiosity, and consideration; and

(3) RESIST cultural norms that are rooted in the domination and exploitation of others, especially marginalized communities.

Ruchika further explained that "When you uncompete, you live up to the promise of a world where everyone wins. And not just you, but your community, your society, and the world...To uncompete offers an alternative where we are empowered, grounded, and forward-looking. We move from believing we have no agency to knowing we can make choices to change our lives and the lives around us. To uncompete is to invest in building a beautiful, thriving future for all."

A memorable example from the book was the reference to the medal podium at the 2024 Paris Olympics from the individual gymnastics competition. You may recall the inspiring photo of the three winners: Gold Medalist Rebecca Andrade from Brazil, Silver Medalist American Simone Biles, and Bronze Medalist American Jordan Chiles. The two Americans bowed to Andrade. This was the perfect example of the theory behind UNCOMPETE because the two Americans were "finding joy in others' joy" - they were applauding Andrade's accomplishment with tremendous respect.

SHARE THIS: When we uncompete, we thrive. Each and every one of us. ~Ruchika T. Malhotra in UNCOMPETE #bookreview #DebbieLaskeysBlog

SHARE THIS: If you have some power, then your job is to empower somebody else. ~Toni Morrison shared by Ruchika T. Malhotra in UNCOMPETE #bookreview #DebbieLaskeysBlog

Image Credit: Amazon.

Read: Inclusion Is an Opportunity! Q&A and Review of "Inclusion on Purpose" (February 2025):

https://www.debbielaskeysblog.com/2025/02/inclusion-is-opportunity.html

FALL BACK TO READING SERIES 2026 featuring Melanie Bell

Following in the footsteps of eight previous series where thought leaders responded to questions on my blog over the last several years to discuss leadership, marketing, reading, and the Olympics, I'm thrilled to announce that it's time for my 9th series!

During the Fall season (each Monday from September 28th through December 20th), I'm welcoming a dozen thought leaders to share their insights about reading, books, personal branding, and leadership. Today, Melanie Bell is my featured expert. Melanie is the Co-Founder of Strategic Piece, a company that helps B2B businesses generate outstanding revenue growth by aligning their marketing, sales, and service teams around an information-driven customer experience. Also a passionate reader, Melanie founded Leaders Who Fiction, a virtual monthly book club where participants hone their leadership skills by reading and discussing works of fiction. (Thanks to Twitter/X, we met in November 2023, and I value my participation in the group.) Melanie earned a BA in International Development from McGill University in Montreal and an MBA from Rice University in Houston.

Before we begin, I'd like to share my two favorite reading quotes to set the stage:

"If you give a person a book, you give him the world." ~New York Times bestselling author Kristin Harmel (from her work of historical fiction, "The Paris Daughter")

"For you unlock magic that is hidden within, and opening the cover is how you begin. Oh, all the worlds and the places you'll see; when you hold a book, you hold the key." ~Caroline Derlatka

And now, let's begin.

QUESTION: What was the last book (fiction or non-fiction) you read? What stood out as memorable, and would you recommend it?

MELANIE BELL: I've been DNF-ing (did not finish) a lot of books recently. The last one I finished reading was "My Friends" by Fredrik Backman, which was the July selection for Leaders Who Fiction. I absolutely adored the opening paragraph: "Louisa is a teenager, the best kind of human. The evidence for this is very simple: little children think teenagers are the best humans, and teenagers think teenagers are the best humans, the only people who don't think that teenagers are the best humans are adults. Which is obviously because adults are the worst kind of humans." Backman is a strong writer, and I so appreciated how he flips generally agreed upon sentiments (like teenagers are so hard!).

QUESTION: Which book (fiction or non-fiction) is on the top of your to-be-read pile (or first in your digital reader), and why?

MELANIE BELL: I'm currently reading "Land" by Maggie O’Farrell, who I love. Any new book of hers will be high on my TBR list. After that, I think "Lady Tremaine" just hopped to the top. I've been dancing around reading it for a while, but there was a long wait time for it at the local library when it first came out, and then I forgot about it. I keep hearing good things, and as a stepmom, I'm intrigued to hear Cinderella from the perspective of the "evil stepmother."

QUESTION: With all the streaming services available, many works of fiction are now adapted into films or TV series. During the last year, have you watched a film or TV show and been impressed and/or inspired by the adaptation? (If you haven't watched any adaptations, are you looking forward to any currently in the planning or production phases?)

MELANIE BELL: I know the adaptation of "Remarkably Bright Creatures" was not everyone's cup of tea, but I enjoyed it, in part because I'm a fan of Sally Field. I try to let a lot of time go by between reading a book and watching the adaptation to consider the movie or show on its own merit rather than comparing it closely to its origin. Plus, the scenery was stunning! Clearly, I need to make a trip back to British Columbia. (But I still do think the book was better!)

QUESTION: If you're a fan of the TED LASSO series on Apple TV, have you watched the new season (that returned on August 5th)? If yes, what stands out about Ted's leadership lessons or leadership style from the new season? Alternatively, if you're not a fan of the show or have not yet watched it, is there another CURRENT TV show that showcases inspiring leadership?

MELANIE BELL: I am a fan of Ted Lasso but I haven't watched the new season yet. And this gives me a chance to shout out my favorite show of the year: "Widow's Bay." It is spooky—I couldn't watch it close to bedtime—but it's also so funny, and the acting is brilliant. Matthew Rhys plays a mayor of a struggling and cursed town on an island off the coast of New England. He desperately wants the town to be the next Martha's Vineyard despite locals warning him against bringing tourists to the island. There are lots of great leadership lessons in each episode as well. Highly recommend if you don't mind something scary every once in a while!

QUESTION: Which author (either from history or currently writing) would you choose to have dinner with, and what would you discuss?

MELANIE BELL: The first author who popped into my head was Ann Patchett. I could listen to her talk about writing forever. But the author I thought of next would also be AMAZING to meet: Elena Ferrante. Nobody knows who she actually is (I assume a woman, but Ferrante could be a man since this is a pen name). 

This is a quote from Ferrante about writing: "I employ all the strategies I know to capture the reader's attention, stimulate curiosity, make the page as dense as possible and as easy as possible to turn. But once I have the reader's attention I feel it is my right to pull it in whichever direction I choose. I don't think the reader should be indulged as a consumer, because he isn't one. Literature that indulges the tastes of the reader is a degraded literature. My goal is to disappoint the usual expectations and inspire new ones."

And, of course, there would be Italian food. Actually, could we make this a dinner party?!

SHARE THIS: I don't think the reader should be indulged as a consumer, because he isn't one...My goal is to disappoint the usual expectations and inspire new ones. ~Elena Ferrante (with thanks to Melanie Bell) #FallBacktoReadingSeries2026 #ReadingInspires #DebbieLaskeysBlog

My gratitude to Melanie for participating in this year's fall back to reading series and for sharing inspiring recommendations! Until next time, happy reading!

SHARE THIS: If you give a person a book, you give him the world. ~@KristinHarmel #ReadingOpensMinds #FallBacktoReadingSeries2026 #DebbieLaskeysBlog

SHARE THIS: A bibliophile is a lover of books, while a lectiophile is a lover of reading. The distinction is due to the object versus the activity. #FunFact #ReadingIsMySuperPower #FallBacktoReadingSeries2026 #DebbieLaskeysBlog

Image Credit: Mariana Serdynska/Shutterstock via Portland Monthly.

Read "How DNF Became A-OK" from The New York Times (August 2026):

https://www.nytimes.com/2026/08/09/books/review/dnf-goodreads-finish-books.html

Read Elena Ferrante Interview about Anonymity from The Guardian (February 2016):

https://www.theguardian.com/books/2016/feb/19/elena-ferrante-anonymity-lets-me-concentrate-exclusively-on-writing

Meet Melanie at this link:

https://www.strategicpiece.com

Check out Leaders Who Fiction:

https://www.leaderswhofiction.com/upcoming-books

Read Melanie's previous appearance on my Blog:

https://www.debbielaskeysblog.com/2026/02/winter-olympics-leadership-series-2026_0517258420.html

Check out these related recaps here on my Blog:

Highlights of My #FallBacktoReadingSeries2025 (December 21, 2025):

https://www.debbielaskeysblog.com/2025/12/highlights-of-fallbacktoreadingseries20.html

Highlights of My #FallBacktoReadingSeries2023 (January 31, 2024):

https://www.debbielaskeysblog.com/2024/01/highlights-of-my-fallbacktoreadingseries.html

Does Your Brand Thank Fans, Brand Ambassadors, and Competitors?

The World Series is a few days away, and if you're a Los Angeles Dodgers fan like me, then you're disappointed that a three-peat won't happen. However, since only two teams get to participate in the World Series, the question for all the other teams is, have you thanked your fans, partners, sponsors, advertisers, and all other supporters?

This question made me think, how do other types of businesses thank customers, fans, brand ambassadors, and other stakeholders? Discounts, coupons, VIP shopping days, strategic partnerships, or something else? And does your brand thank competitors? 

Has your brand ever placed an ad to recognize your biggest competitor? Remember back in 2017 after the LA Dodgers ended their season with a loss to the Houston Astros in the World Series? The Dodgers placed a full-page ad in the Houston Chronicle on November 5, 2017, offering their congratulations on the Astros' victory. That was a class act!

So, as the 122nd World Series gets underway, this baseball fan hopes that the 2027 season happens without the intervention of a strike. 

In the meantime, what take-away gratitude lessons can your brand learn from your favorite baseball team? Chime in and share.

SHARE THIS: A baseball game is simply a nervous breakdown divided into nine innings. ~Earl Wilson #WorldSeries #BrandStorytelling #DebbieLaskeysBlog

SHARE THIS: There are only two seasons: winter and baseball. ~Bill Veeck #WorldSeries #BrandStorytelling #DebbieLaskeysBlog

Image Credits: Major League Baseball (Los Angeles Dodgers, New York Yankees, Atlanta Braves, and San Diego Padres) via Twitter/X.

Read some related posts here on my Blog:

Does Your Brand Attract Brand Ambassadors? (September 2026)

https://www.debbielaskeysblog.com/2026/09/does-your-brand-attract-brand.html

Email Marketing Secrets from World Wildlife Fund! (April 2026)

https://www.debbielaskeysblog.com/2026/04/email-marketing-secrets-from-world.html

Does Your Brand Show Gratitude? (October 2017)

https://www.debbielaskeysblog.com/2017/11/does-your-brand-show-gratitude.html

Happy National Dictionary Day!

Do you consider yourself a lexicophile? Derived from the Greek language, a lexicophile is a fan of words and dictionaries. If that description fits you, then today is a special day.

Celebrated annually on October 16th, National Dictionary Day celebrates the birth of Noah Webster, an American writer who was born in 1758. Webster is best-known for publishing the first dictionary in 1806, which he continued to expand over the next 27 years. Though this bestselling dictionary defined 37,000 words, he was unsatisfied and spent the next 22 years of his life dedicated to adding new words. In 1828, at the age of 70, he published his new dictionary with over 65,000 words.

While many of us are familiar with the spelling differences between British and American English words (such as colour and flavour spelled in American English as color and flavor), those changes can be attributed to Webster. In his first edition of the American English dictionary in 1806, he changed the spellings to American English.

After Webster died in 1843 as an American hero who pioneered the dictionary and supported both the abolition of slavery and universal education, G & C Merriam, Co. purchased the rights to his "An American Dictionary of the English Language." Brothers George and Charles Merriam continued to refine Webster's dictionary, eventually creating the Merriam-Webster dictionary that's revered today. And you can also find its resources online at www.Merriam-Webster.com.

On a personal note, in June 1977, I received my first dictionary, the Webster's New Collegiate Dictionary (the big red volume), as a graduation present from elementary school from my grandparents. I was thrilled and knew it would be a lifelong friend! It still sits prominently on my bookcase. In the book's preface, the editor wrote, "Webster's New Collegiate Dictionary is a completely new volume in the Merriam-Webster series of dictionaries. It is a general dictionary edited for use in school or college, in the office, and in the home - in short, wherever information about English words is likely to be sought."

While Merriam-Webster is a well-known dictionary brand, there are others. Let's pivot from history to marketing and check out some other well-known dictionary brands.

OXFORD ENGLISH DICTIONARY

The Oxford English Dictionary (OED) began in 1857 when members of the Philological Society in London decided that existing English dictionaries were incomplete and inaccurate. The first edition of the OED was finally completed seventy years later in 1928. It is widely accepted as the principal historical dictionary of the English language, published by Oxford University Press, a University of Oxford publishing house. The first electronic versions appeared on CD-ROMs, leading to the launch of the OED Online database in 2000; and a complete rewrite for a digital-first Third Edition is currently underway.

OED is top-ranked because:

(1) It traces the complete history, etymology (origin), and evolution of over half a million words from the Anglo-Saxon period to the present day.

(2) It contains millions of quotation citations showing how words have been used over centuries.

(3) It functions as a comprehensive research record rather than just a quick guide for everyday spelling.

CAMBRIDGE DICTIONARY

Cambridge University Press has been publishing dictionaries for learners of the English language since 1995. Cambridge Dictionaries Online began offering these dictionaries completely free of charge in 1999 — and today, Cambridge Dictionary is still growing. The Cambridge Dictionary is owned by Cambridge University Press & Assessment, a non-teaching department of the University of Cambridge in England.

COLLINS DICTIONARY

In 1819 in Glasgow, Scotland, William Collins began his business printing sermons and hymn books but soon moved into dictionaries and atlases as well as printing the bible. While the company is currently part of the multi-national Harper Collins group, the dictionary is still compiled in Scotland - in an office in the Glasgow suburb of Bishopbriggs. In 2011, the dictionary launched CollinsDictionary.com. And according to Elaine Higgleton, Publishing Director, Collins English Dictionaries, "There are certain people such as crossword puzzlers and scrabble players who like to have a physical copy of the dictionary as well as new markets emerging in places such as India where Internet coverage is not keeping up with demand to learn English."

MACQUARIE DICTIONARY

While initially proposed during the 1960s, the Macquarie Dictionary was published in September 1981 as the first comprehensive record of Australian English. The dictionary moved online in 2003 and has continued updating through subsequent editions, including the ninth edition in 2023.

Here's a fun fact: Did you know that, at the end of each year, many dictionaries share their favorite words or terms from the entire year? I've included links at the end of this post featuring recaps of words and terms that told the stories of 2022, 2023, 2024, and 2025 from the perspective of dictionary brands.

Gregory Barlow, President of Merriam-Webster, has said, "The one constant of a vibrant living language is change. We continuously encounter new ways of describing the world around us, and the dictionary is a record of those changes." And also during 2025, Merriam-Webster added over 5,000 words to its Collegiate Dictionary, the first major print revision in 22 years, showing a commitment to keeping the dictionary current with language changes. 

SHARE THIS: The difference between the almost right word and the right word is really a large matter — it's the difference between the lightning bug and the lightning. ~Mark Twain #HappyDictionaryDay #WordChoice #DebbieLaskeysBlog

SHARE THIS: A fan or lover of dictionaries is called a lexicophile - combining the Greek root lex- (from lexis, meaning "word") and -phile (from philos, meaning "loving"). #FunFact #HappyDictionaryDay #WordChoice #DebbieLaskeysBlog

And if you're a lexicophile, you're probably also a bibiliophile (a lover of books), so to celebrate today, you might wish to read "The Dictionary of Lost Words" a work of historical fiction by Pip Williams. Here's a brief description from publisher Penguin Random House, "Set during the height of the women’s suffrage movement and with the Great War looming, The Dictionary of Lost Words reveals a lost narrative, hidden between the lines of a history written by men. Inspired by actual events, author Pip Williams has delved into the archives of the Oxford English Dictionary to tell this highly original story. The Dictionary of Lost Words is a delightful, lyrical, and deeply thought-provoking celebration of words and the power of language to shape the world."

Lastly, don't forget to swing by my blog during January 2027 to read my recap of the words and terms that told the story of 2026 from the perspective of dictionary brands!

Image Credit: AARP via Getty Images.

Check out interesting statistics for a comparison of English dictionaries:

https://en.wikipedia.org/wiki/Comparison_of_English_dictionaries

Read: A Love Letter To Language by Nina Hobson (Psychology Today - 7/6/2021):

https://www.psychologytoday.com/us/articles/202107/love-letter-language

Check out these posts about words and dictionaries that have appeared on my blog:

Best Social Media Post of the Month for April 2025 (May 2025)

https://www.debbielaskeysblog.com/2025/05/best-social-media-post-of-month-for.html

Words and Terms that Told the Story of 2025 (January 2026)

https://www.debbielaskeysblog.com/2026/01/words-and-terms-that-told-story-of-2025.html

Words and Terms that Told the Story of 2024 (January 2025)

https://www.debbielaskeysblog.com/2025/01/words-and-terms-that-told-story-of-2024.html

Words and Terms that Told the Story of 2023 (January 2024)

https://www.debbielaskeysblog.com/2024/01/words-and-terms-that-told-story-of-2023.html

Words and Terms that Told the Story of 2022 (January 2023)

https://www.debbielaskeysblog.com/2023/01/words-and-terms-that-told-story-of-2022.html

Lessons in Customer Experience Marketing from Furniture

Over the years, I've shared many stories about disappointing customer experiences. Here's the latest.

Recently, I saw some beautiful chairs on a furniture website, and since they were advertised "on sale," I purchased a pair.

Once the chairs arrived - and I convinced my husband to assemble them - we emptied the two boxes and carried all parts into the room where the chairs would go. My husband quickly assembled the chairs, and when finished, broke down the boxes and placed them into our blue recycling garbage pail.

As the days went by, I kept looking at the two chairs while scratching my head. The colors on the chairs looked different than the advertised chairs. I looked back at the chairs online, and lo and behold, the pink wasn't the same bright shade of pink, the blue wasn't the same bright shade of blue, and the floral designs weren't in the same places on both the front and back sides of the chairs when comparing MY chairs to the advertised chairs.

Wow, talk about bait and switch!

So, I immediately sent an email to the furniture company's customer service department - the company was located in California. I received an email with the following message:

"Please send us the codes that appear on the boxes so we can make sure the correct chairs were sent to you."

I responded that the boxes had already been broken down and taken away by our recycling garbage truck.

I then received a second email with the following message:

"Please send photos of the tags underneath the two chairs so we can make sure the correct chairs were sent to you."

I did as requested (as well as included photos of my chairs) and then received the third and final message:

"After comparing your images to our product catalog, we can confirm that you received the correct items. The fabric is an exact match. Please note that indoor lighting can alter how fabric colors appear in a room compared to professional studio photography."

What a crazy response! Who mentioned anything about photography? Anyone comparing the advertised chairs with the ones I received would know IMMEDIATELY that the fabrics used for the chairs were different.

It was obvious that the company had no interest in providing any resolution, had never heard the saying "walk a mile in your customer's shoes," nor understood the concept of customer experience marketing - as noted below:

(1) I was not offered the option to return one or both chairs.

(2) I was not offered a full or partial refund.

(3) No member of the customer service team contacted me by phone to discuss the matter further.

So, my only solution to remedy my dissatisfaction with the ugly chairs is to find a local upholstery shop, choose a new fabric, and have the chairs reupholstered. You can be sure I won't be recommending this company!

SHARE THIS: There is only one boss - the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money elsewhere. ~Sam Walton #CX #CustomerExperienceMarketing #DebbieLaskeysBlog

SHARE THIS: Don’t ever forget Bill Gates' timeless quote, "Your most unhappy customers are your greatest source of learning." #CX #CustomerExperienceMarketing #DebbieLaskeysBlog

Image credit: Debbie Laskey's new chairs pre-reupholstery.