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26 / 09 / 17
Unleash your customer service team’s secret weapon
Customer service departments are too often treated as nothing more than an unfortunate, but inescapable, business cost. That’s a huge mistake, and it’s hurting businesses. The fact is, great customer service can build customer loyalty, turn customers into advocates, grow your business and even feed into product development. So there’s an awful lot at stake […]
12 / 02 / 16
Five email mistakes that will lose you customers
My email to the tech startup about the app I was using to manage my time hadn’t been a complaint – far from it. I’d actually written to tell them how pleased I was with their software. ‘I’m really impressed,’ I’d said. ‘If you ever need a testimonial for your marketing, just say the word.’ […]
26 / 07 / 12
How to write to happy customers
Nelson Mandela once said, ‘If you talk to a man in a language he understands, that goes to his head. If you talk to him in his language, that goes to his heart.’ Business letter writers may not have been his target demographic when he said it, but – if that’s your job – you […]
03 / 02 / 12
Sainsbury’s prove good PR is easy, tiger
Have you heard about the tiger that’s turned into a giraffe? The real story isn’t quite so magical as that sounds. But Sainsbury’s response to a letter from a little girl, which has now led them to change the name of their tiger bread to giraffe bread, was certainly inspired. For those who missed it, […]
27 / 10 / 10
Avoid the HMRC backlash
You may recall that six million people have – through no fault of their own – paid the wrong amount of tax over the last few years, thanks to a blunder at HM Revenue & Customs (HMRC). The story dominated the column inches last month, in part because of the way HMRC so unceremoniously delivered […]
07 / 10 / 10
Should you ever use the passive voice?
A Write Now reader wrote to us to ask: is it ever acceptable to use the passive voice in ‘good writing’? It’s a good question. You may be surprised to hear that the answer’s yes. While it’s best to use the active voice in most cases, the passive voice can – on occasion – be […]