by Ben Afia | Jun 15, 2018 | 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 Ben Afia | Jun 1, 2018 | articles, tone of voice
‘I can resist everything except temptation…’ Oscar Wilde knew a thing or two about quips; plenty of his appear in the Oxford Dictionary of Humorous Quotations. It’s no wonder he’s the most cited wit – he was a true genius of language who knew exactly...
by Ben Afia | May 11, 2018 | articles, tone of voice
Three client conversations in the last two weeks reminded me of a drum I’ve been beating for years: We articulate our thoughts in words, not just pictures. So why don’t business leaders see great writing as vital to creating purpose and strategy? They...
by Ben Afia | Apr 24, 2018 | 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 Ben Afia | Mar 23, 2018 | 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 Ben Afia | Mar 9, 2018 | 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...
