by | articles, behaviour, tone of voice
Customer satisfaction at all time high, Indian webchat teams Last year I created a new empathy and writing programme for Vodafone’s Indian webchat teams. We spent a lot of time on: understanding customers practising emotional intelligence adapting to cultural...
by | tone of voice, video/audio
Why is most business writing so bloody boring? Unclear, too. The result is people who don’t get our message and do what we hope. I’ve been helping companies develop their brand and language for 22 years. And that’s taught me a few things about how to...
by | articles, tone of voice
Do you worry about customers trusting you? Do you think your businesses writing is letting you down? Well, you’re not alone – most businesses I meet have similar thoughts. Much of my work is helping companies get clear on their brand and tone of voice. But...
by | tone of voice, video/audio
What is tone of voice? And what does it mean for an organisation’s values, brand, and… security? Bruce Hallas and I discussed this recently, on his Re-thinking the Human Factor podcast. Bruce and I cover: how tone of voice can help you write policies and...
