customer-centric

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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