Communication

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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Communication gulf

SlideShare: The Gulf in Customer Communication

The gulf between pre and post-sales customer communication Does your post-sale and operational customer communication live up to the brand promise your customer bought into? In this SlideShare we look at the gulf between pre-acquisition customer communication and how effectively a brand is followed through to operational and administrative customer communication. The customer communication gulf from …

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Potential in operational customer communication

SlideShare: The huge potential in operational customer communication

The huge potential in everyday, operational customer communication From our experience, post-sales customer communication has the potential to drastically improve loyalty, slash costs, reduce complaints and give customers a better experience. In this SlideShare we look at some of the key areas where improving operational customer communication can have a long-lasting impact on business performance …

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How to lose customers

SlideShare: How to lose customers through communication

Losing customers is easier than you think when your communication isn’t effective. Simple, everyday communication to your customers can really make the difference between a long-term advocate and an irritated ex-customer. In this SlideShare we look at just one example of how poor communication mixed with a convoluted process cost our client a loyal customer. …

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Cost of a bad customer letter

SlideShare: The cost of a bad customer letter

Customer communication is costing you more than you think. Every day, we see the true cost of ineffective communication to customers – in lost revenue, churn and complaints. And these, often forgotten, touchpoints are costing your business millions. In this SlideShare we look at the financial implication of customer communication that causes unnecessary complaints and …

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Customer perception of operational communication

Customer Perception of Operational Communication

In December, we conducted a customer survey which focused on post-sales customer communications and experience. The bills, statements, letters and general correspondence a customer receives after they’re bought, and which often don’t get the attention they deserve. We asked a broad range of customers what they felt, and how they perceived this communication. Below are a …

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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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