brand language

Using user centred language

Improving user experience with user-centred language

I got a letter this week. It started: “No transfer of certificated shares by the shareholder or personal representative should be submitted until receipt of confirmation from us that the company’s register has been successfully updated.” Still with me? I’m surprised. Most customers won’t be. This is a classic case of why user centred language …

Improving user experience with user-centred language Read More »

Tone of voice in customer communication

Is it all down to tone of voice in customer communication?

I don’t know if you’ve seen Allister Heath’s article in the Telegraph?  He says that companies must start listening to a public who feel taken for granted, and undergo a cultural revolution.  And he points the finger firmly at call centres and customer services teams as being to blame. He says “most large UK consumer-facing …

Is it all down to tone of voice in customer communication? Read More »

Brand tone guidelines

Brand language and tone of voice: Can’t the corporate style police read?

Does your customer communication fit your brand language and tone of voice? I was having a drink with a mate a couple of days ago. He’s just landed a new job in corporate comms, making sure that no-one infringes his organisation’s brand guidelines. In other words (as I gleefully told him) he’s sold out and …

Brand language and tone of voice: Can’t the corporate style police read? Read More »

Customer communication for luxury brands

Communication’s no luxury – customer experience for luxury brands

Why luxury brands need to think seriously about their customer communication. I have a thing for watches. Sadly for my bank balance, this desire is not assuaged by a couple of Casios and a Timex. I have a thing for serious, expensive, mechanical watches. So, because I spend so much time working with clients transforming …

Communication’s no luxury – customer experience for luxury brands Read More »

Proudly just launched - Human-Centred Writing Skills for Service Teams

Scroll to Top