human communication

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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Emotion in the customer experience

Understanding emotion in customer experience

Customer Experience often focuses on systems and processes. They’re vital. Without them, nothing happens. Your customer strategy will be built around technology and systems, big data and metrics. It’s the engine that drives your improvement. But what about the emotional aspects of your customer experience? More specifically, does your operational customer communication get the attention …

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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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