I seem to have spent the last week putting together various crisis comms for our clients. You might have to do the same thing at some point so I wanted to share what we’ve learned so far. 1. Don’t state the bleeding obvious If you’re responding to something everyone knows about because it’s in the …
Being human when you’re communicating in a crisis Read More »
“But we spend so much time on bureaucracy that we never get anything done.” We’d barely started the workshop and already it was turning into a moanfest. That’s not necessarily a bad thing – the air often needs a good clearing before you can get down to achieving anything that really matters, but this was …
The right sort of bureaucracy: reducing corporate bureaucracy Read More »
In the 1980s, poet Ted Hughes noticed that the children’s poems he was judging as part of a competition were getting longer. Some were running to nearly 100 pages. Although they were were fluent and often creative, Hughes described them as ‘strangely boring’. Rather than concentrated, condensed thought, they felt diluted and thin. Just because …
I’m beginning to believe that organisations have forgotten how to say sorry; not just on a person to person level, but corporately. Take Tesco’s latest foray into public apology… It seems that some of this year’s Christmas turkeys weren’t quite up to scratch, with customers complaining they were sold “rancid, rotten” birds. The social media …
There’s huge potential in customer communication – you just need to know where to look. Here’s a question: How much time have you spent looking at your operational customer touchpoints recently? Granted it’s not the most inspiring of questions. In fact, you’d be forgiven for dragging your mouse to the close button in the hope of finding something a …
If you want to reduce complaints and improve customer satisfaction just change the way you’re communicating with them. If you want to reduce complaints, improve the way you communicate with your customers Want fewer complaints? Change how you communicate – at every stage of the process. Businesses are starting to realise how they communicate with complaining …
Reduce customer complaints through better communication Read More »
The time has come for a customer-centric narrative for privacy settings Spotify has been in the news again this week, and this time users are less irritated by their new choice of retro green and more by the updated privacy settings. The update to the privacy settings had barely made it out of the tech giants …
The Spotify Privacy Policy Vs Customer-Centric Language Read More »
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 it customer-centric. You probably haven’t noticed it surreptitiously pervading the emails your customer service representatives are writing to your customers, or the Twitter replies, or the financial demands, or the …
How the passive voice destroys customer relationships Read More »
Writing to customers doesn’t need to be hard work – and you don’t need to sound like a robot either It really puzzled me. I was running a training course for a national customer services team and we’d just started looking at some of the emails and letters they sent to customers. Everyone in the …
