From conversion copywriting to SEO, from customer care to building an inclusive company culture: Optimise your communications for healthy relationships and business results.
How great FAQs help customers and your business
Get them right and you’ll save cost, add oomph to your SEO, clarify your positioning and even drive sales. But...
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Homepage structure 101: how to finally make sense of the most difficult page on your website
In this article, we’ll walk you through how to find the ideal structure for your homepage content – all illustrated...
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Your sales page is probably not long enough
Sales page not selling? Chances are it’s not long enough. Heres why – with detailed examples from high-end consumer products...
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How to convert on PDPs with copy & web design
By last count, there were 12 to 24 million ecommerce sites worldwide in 2022. And it’s fair to assume that...
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SEO vs. Conversion Copywriting
The world of online marketing is a maze of jargon, buzzwords and abbreviations like “SEA”, “SEO”, “PPC”, “Conversion Rate Optimization”,...
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Unique Selling Points are dead. Long live the Minimum Viable Audience. A barking mad example
Like many industries, the hotel sector is defined by commodification. To compete with one another, most hotels advertise their unique...
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Creating Functional Integrity in the Product – Marketing – Sales Relationship
As a communications consultancy for brands with integrity, we connect multiple meanings with the word ‘integrity’. Embracing ethical marketing to...
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How to reply to a customer asking #WhoMadeMyClothes — clearly & convincingly
During #FashionRevolutionWeek, social media is full of important questions which are tricky to answer. Especially in 280 characters. Even if...
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Audience empathy for the win: an interview with Jeffrey P. Coleman
Few would disagree with the statement “empathy’s important.” But what does that mean in practice? Jeffrey Coleman draws on his...
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21 tips to survive & thrive during holiday peak season
For many customer care teams and business owners, December is a month of overflowing inboxes, overtime and overwhelm. In this...
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How to make your company LGBTQQIA+ friendly and inclusive
How do you make your company LGBTQQIA+ friendly and inclusive? The short version: Avoid clichés, heteronormative language and the word ‘homosexual’....
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How to make the most of customer reviews – 10 tips
The 10 tips that made our list include what to do when you get a bad review, how to get...
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The 4 Secrets to Winning the Content “R.A.C.E.”
Content is King. Or is it a hype? In this article, we introduce R.A.C.E. — which stands for a customer...
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How to create a lead magnet that actually attracts leads
As anyone who’s ever tried to write an effective lead magnet can tell you, it isn’t as easy as just...
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Poe-fect service, evermore: An ode to great customer service
Sabine first published this poem in praise of The Literary Gift Company’s “suppoet” on her personal blog a few years...
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How to plan customer care communications training
Communication skills and empathy can be learned! It just requires some expert planning and training delivery. If the ability to...
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Build an awesome team culture with this training method
This approach can be used for pretty much any context. It’s a great way to refresh an otherwise traditional session,...
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How can customer care survive the plastic storm in our teacups?
It came as a shock to the British public: our beloved teabags contain plastic. Tea lovers all over the country...
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How word choice defines the relationship with your customers
How close is your brand to your customers? Are you looking for respectful distance or constant interaction? And is your...
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NUT: the science of handling complaints and making customers happy
Successfully resolving a complaint is the happy result of a respectful, non-violent exchange about the customer’s needs and how to...
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