Proverb Mirror
Customers' proverbs about you, hung as hand-lettered cards, decoded, and retired when fixed.
The job
Reads the diagnosis customers pack into proverbs, idioms and sarcasm, gives each one an owner, and shows the saying fading once the fix is real. It also teaches agents and AI agents what customers actually mean.
The moment
The sayings, idioms and sarcasm customers use about the company are hung as hand-lettered cards, each decoded into what customers actually mean.
At the offsite, the leadership team is asked to guess the top saying and picks "patience is a virtue".
The reveal shows a different one: "all sizzle and no steak", used 1,240 times, all about the app update promised since spring.
Three months after the update ships, the card moves to the retired wall at a third of its old volume.
What it does
- Record an exec's guess
- Assign a card owner
- Log the fix and retire a card
- Send the decoder glossary
- Drill a card
What you see
A gallery of hand-lettered proverb cards with a guess-then-reveal quiz, a retired wall, and a customer-speak decoder glossary
What it moves
The share of proverb cards retired within two quarters of getting an owner, and how far mentions fall on retired cards. For the decoder, sarcasm misreads flagged in QA per 1,000 scored conversations.
Built for
- CX leaders & VoC
- Executives & leadership
- Marketing, brand & comms
- QA, training & knowledge
