Communication & Tone of Voice

Communicating with Shareholders

Communicating with Shareholders

Simplifying complex products and making communication with shareholders clearer, more human and easier to act on. 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 information regarding shareholdings, dividends and AGMs. It’s a …

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Luxury customer experience for Aston Martin

Designing a luxury customer experience

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 …

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Designing a better student experience

Designing a better student experience

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 …

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Better regulation framework for political parties

Better regulation framework for political parties

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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A human experience for PayPal customers

A human experience for PayPal customers

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, …

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Crafting the Yamaha Technicians' Guild

Crafting the Yamaha Technicians’ Guild

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 …

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Brand proposition for a social enterprise

Brand proposition for a social enterprise

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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A customer-centric experience for Next

A customer-centric experience for Next

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 …

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