by | articles, culture, tone of voice
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...
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 | brand strategy, culture, tone of voice, video/audio
I can’t believe how fast this year’s gone and that 2020 is just around the corner. Moving into a new decade always makes me a bit reflective. Back at the beginning of this decade, in 2010, I accidentally started my speaking career. I’ve always loved...
by | articles, brand strategy, culture, tone of voice
I want to help companies to be more human (which is good job as that’s what I’ve done for 20 years). But sometimes people get stuck on what being human means. I’ve developed a model which shows where companies are on the scale of human. When you read...
