user experience

Improving customer communication - where to focus your efforts

Improving customer communication – where to focus your efforts

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 quite a hard one to answer because each industry is facing its own unique challenges but there are a few areas that come up time and time again. Below I’ve …

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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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