by | articles, tone of voice
Great global brand Thomas Twining began selling tea as a trendy alternative to coffee in 1706, from his shop on the Strand. Over 300 years later Twinings is thriving in 130 countries. Twinings means different things to different people around the world. And the brand...
by | articles, tone of voice
I’ve been published in German. Which is fun because I don’t speak it. Marketing magazine, Absatzwirtschaft, recently asked me to write an article explaining tone of voice to German corporates. This is what I sent them in English but if you can read German,...
by | 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 | articles, tone of voice
Sometimes it’s easy to forget that customers aren’t numbers, they’re people: people with friends they talk to when they’ve been badly treated. High leakage rate? A couple of weeks ago we were talking to a business that needs to fix its leaks. They had a high leakage...
by | articles, tone of voice
So, you’ve got your organisation’s website copy, marketing materials, customer letters and other bits and pieces rewritten in a human, friendly tone of voice. Well done! (If you haven’t, you really should – why not have a chat with us about how to get started?). But...
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...
