Simplifying complex products and making communication with shareholders clearer, more human and easier to act on. Client: EquinitiType of project: Customer Communication, ComplaintsRegion: UK Background Reducing complaints and communicating with shareholders in a human way Every year our FS client has to write to hundreds of thousands of their customers with annual messages covering vital …
How we put human-centred thinking at the heart of cultural change in social housing – creating practical cultural change grounded in a kinder, low-effort way of doing things. Client: PeabodyType of project: Cultural Change, Customer Experience & Tone of VoiceSector: Property & HousingRegion: UK Background Cultural change for a G15 housing association in a merger. When George Peabody, …
Welcoming new owners to the family with a human-centred, luxury customer experience. Client: Aston MartinType of project: Customer Experience & On-Boarding, CommunicationRegion: UK & Europe Background How to make new owners feel valued with a human-centred, luxury customer experience When Aston Martin launched the Vanquish, the luxury car firm wanted to make the process of choosing, specifying and …
Changing the experience students had to be easier, more supportive and welcoming. Client: Unite plcType of project: Tone of voice, Service TrainingSector: HousingRegion: UK Background Going to university can be an unnerving (and exhilarating) time for students. Moving away from home, meeting new people, a newfound sense of freedom and, for some, a few regrettable …
Supporting the Electoral Commission to create a better regulation framework for political financial guidance. A framework that’s clearer, simpler and easier to use. Client: The Electoral CommissionType of project: Regulation Framework, User Experience, Clear CommunicationRegion: UK and Europe Background A better regulation framework that’s easier for users to navigate Have you heard of the Electoral Commission? Not everyone …
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Tone of voice guidelines that created a cultural shift for Westway Trust. Bringing a human face to an innovative social enterprise. Client: Westway TrustType of project: Cultural change, Tone of voice, Service TrainingRegion: London Background A human tone of voice When Europe’s longest stretch of elevated motorway came to North Kensington in the mid-1960s, it …
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Changing the way PayPal communicated to create a more human-centred experience for customers. Client: PayPalType of project: Tone of voice, communication and service experienceRegion: UK and Europe Background The brainchild of Elon Musk during his San Francisco garage business days – PayPal has become a household name. Their meteoric rise with eBay had meant that, …
Developing and launching a technicians’ guild for musical craftspeople across Europe. Client: YamahaType of project: Education, Learning Community & Knowledge SharingRegion: UK and Europe Background Yamaha began when Torakusu Yamaha started manufacturing piano and reed organ back in 1887. Today they are one of the largest names in professional instruments. A mixture of precision manufacturing …
Developing an authentic brand proposition and purpose for a technology-focused social investor. Client: Nominet Trust (Social Tech Trust)Type of project: Authentic Brand Proposition, Cultural Change, Tone of VoiceSector: Social Enterprise / Third SectorRegion: UK (impact Global) Background An authentic brand proposition rooted in social purpose A brand is so much more than how your organisation looks and …
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Designing new customer journeys and communication that are easier, simpler and quicker for customers. Client: Next & Next DirectoryType of project: Customer Journey & Experience, CommunicationRegion: UK Background Next and Next Directory (ND) are one of the most familiar names on the high street and in mail order. They were in the middle of looking at the …