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… Read More »How the passive voice destroys customer relationships
I often get asked which areas we see as having the biggest bang for buck when it comes to improving customer communication post-sale. It’s actually… Read More »Improving customer communication – where to focus your efforts
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.… Read More »Brand language and tone of voice: Can’t the corporate style police read?
What’s the true power of written communication to customers? From our experience, it’s huge. First, a short story… One of our heroes, Theodore “Ted” Sorensen, died… Read More »The power of written communication to customers
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… Read More »Communication’s no luxury – customer experience for luxury brands