Writing to customers

Resources to help you nurture and enhance your customer relationships with clear and empathetic communications

Contents

Featured

Useful resources

Featured

Connect with customers

How to show empathy in your customer service responses [with examples]

Live chat best practice

Where live chat goes wrong – and how to make it right

Live chat mistakes

Live chat best practice for a great customer experience

Fundamentals

Five email mistakes that will lose you customers

All articles

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Useful resources

Your free guide to better customer responses

Your go-to guide to better writing

Your route to better bid management

Case studies

See how we’ve helped our clients

Tml business presentation diverse team copy

Business report writing, Writing to the board

'We cut the iterations on our strategy documents from 56 to just 4!'

Shawbrook Bank

Shawbrook Bank

Refugee children cs

Professional email writing

Small UK charity makes big international impact thanks to clear, convincing communications

Refugee Rights Europe

Refugee Rights Europe

Oneymcalarge copy

Bids and proposals

How a tiny team at a children’s charity won the biggest contract of their lives

One YMCA

One YMCA

Suez env copy e1745510217422

Bids and proposals

Streamlining the writing process and speaking with one voice at Suez Environnement Group

Suez Environnement Group

Suez Environnement Group

Spinning clock copy

Business writing essentials

Concise, consistent and contract-winning writing at Spinning Clock

Spinning Clock

Spinning Clock

Bids and proposals, Technical writing

Simplifying technical language and raising communication standards at SeaRoc Group

SeaRoc Group

SeaRoc Group

Nabarro copy e1745514549376

Business writing essentials, Writing to customers

Demystifying legal speak at Nabarro for a rebrand that sets it apart from the competition

Nabarro

Nabarro

Ljmu copy scaled

Bids and proposals

Liverpool John Moores University boosts sales-writing skills with bespoke training programme

Liverpool John Moores University

Liverpool John Moores University

Corporate communications

Tailored treatment means healthier writing at The King’s Fund

The King’s Fund

The King’s Fund

Hsbc case study

Writing to customers

HSBC overhaul complaint-handling style to cut comeback and connect with customers

HSBC

HSBC