by Ben Afia | Nov 26, 2018 | articles, culture
Who wants to talk to robots? How do you feel when you hear: “Your call is important to us, please hold…?” I don’t know about you, but I feel like my call isn’t important at all. So why do most companies still use so many trite, cold messages like this? And...
by Ben Afia | Oct 9, 2018 | brand strategy, culture, tone of voice, video/audio
Way back in the mists of time, around 2005 I think, I was finishing off E.ON’s brand tone of voice guidelines and we were talking about how to get them rolled out. E.ON asked me to do some training.
I’d never delivered training before but I agreed and figured I’d...
by Ben Afia | May 4, 2018 | articles, culture
My friends at OxfordSM asked me to help them with a new launch recently, aimed at helping companies put customers at the heart of their communication. And as I worked on this article, I realised it touches on the issues many of my clients are grappling with, so I...
by Ben Afia | Aug 6, 2014 | articles, culture
A business leader stands in front of 300 managers. They’re from across the business, from operations to HR. “We’re like the dog that chased the bus. But now we’ve caught the bus” he said. “What are we going to do now?” We were being asked, as a business, to deliver on...
