Communication

Simplifying process by removing bureaucracy

The right sort of bureaucracy: reducing corporate bureaucracy

“But we spend so much time on bureaucracy that we never get anything done.” We’d barely started the workshop and already it was turning into a moanfest. That’s not necessarily a bad thing – the air often needs a good clearing before you can get down to achieving anything that really matters, but this was …

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Laptops prevent you from retaining information as well as writing by hand

Why your laptop is stopping you thinking

In the 1980s, poet Ted Hughes noticed that the children’s poems he was judging as part of a competition were getting longer. Some were running to nearly 100 pages. Although they were were fluent and often creative, Hughes described them as ‘strangely boring’. Rather than concentrated, condensed thought, they felt diluted and thin. Just because …

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Forgotten customer communication

The forgotten customer touchpoints

There’s huge potential in customer communication – you just need to know where to look. Here’s a question: How much time have you spent looking at your operational customer touchpoints recently? Granted it’s not the most inspiring of questions. In fact, you’d be forgiven for dragging your mouse to the close button in the hope of finding something a …

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Communication in customer complaint

Reduce customer complaints through better communication

If you want to reduce complaints and improve customer satisfaction just change the way you’re communicating with them. If you want to reduce complaints, improve the way you communicate with your customers Want fewer complaints? Change how you communicate – at every stage of the process. Businesses are starting to realise how they communicate with complaining …

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Passive voice in customer communication

How the passive voice destroys customer relationships

The passive voice is rife in customer communication – here’s what it is, how to spot it and how to change your communication to make it customer-centric. You probably haven’t noticed it surreptitiously pervading the emails your customer service representatives are writing to your customers, or the Twitter replies, or the financial demands, or the …

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