Does an R look like a head?

Does an R look like a head?

I’ve seen what happens in companies when you change the language you use: happier customers, improved NPS scores, fewer complaints and increased click-through rates. But its power is more fundamental than that. It’s baked into who we are. This week The Secret History...
Empathy – it’s what you need

Empathy – it’s what you need

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...