clear communication

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 …

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Objectively measure communication

Objectively measuring your customer communication

Why you need to measure your customer communications Over time, organisations build up huge libraries of customer communication. New material gets produced. Old material gets adapted (and adapted and adapted). Customer communication has a habit of just growing quietly in the background. There’s often little strategic direction – material just gets produced to meet tactical needs. …

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Information gap for customers

The information gap in customer communication

If you customers don’t “get” your communication you’ve probably got a case of information asymmetry. Businesses tend to be well aware that happy customers mean healthy profits, but too often, this  doesn’t translate into the quality of their customer communications. Customer facing information often suffers from lack of simplicity, clarity and sometimes even from inaccuracy. Befuddled, …

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Building rapport with customers

Building rapport with customers through better communication

Building rapport with customers can help with difficult situations and it’s all down to communication. Have you ever been in one of those meetings where someone just keeps misunderstanding you? No matter how hard you try, they just don’t seem to get what you are about? That’s rapport – or should I say, lack of …

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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 …

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Understanding energy bills

Understanding energy bills – the voice of the customer

The barrier to understanding energy bills is a lack of clear communication. Way back in March 2009, energy regulator Ofgem told energy companies to make monthly direct debit demands clearer. By 2010, the objective was to make the 200 million bills sent by energy companies each year simpler. In October 2012, Ofgem unveiled proposals that …

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