by | articles, behaviour, culture, tone of voice
There’s one thing my clients have been crying out for in recent weeks, it’s empathy. I don’t mean they think I’m not hearing them (at least they’ve not said so). It’s empathy for their people and customers. Some are concerned their marketing and comms teams might be...
by | appreciative inquiry, articles, behaviour, brand strategy, culture, tone of voice
You know those conversations you get lost in? The ones where you start off chatting, only to look up at the clock and find two hours have passed? I had one of those recently with an old friend, Dr Paul Johnston, author, researcher and all-round value proposition...
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 | articles, behaviour, tone of voice
I’m back in India, helping 1,000 webchatters relate better to UK customers. And I’ve been researching us Brits so I can explain us to Indians. What’s stuck in my mind is how maddeningly indirect we are. Especially when it comes to talking about...
