The Scratch Post

A blog designed to help you discover better ways of doing marketing & sales.

12 days to Christmas: survive & thrive during peak season

For many customer care teams and business owners, December is a month of overflowing inboxes, overtime and overwhelm. In this article, Sabine shares her 12 favourite quick ideas for coping with this busy time. Plus we’ve added the top 9 tips shared by fellow ethical business owners.

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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’. Create a welcoming environment by encouraging everyone to declare their pronouns, including non-binary on forms and remembering bi+ and pansexual people exist. Build a safe space with a focus on education by only asking for personal information where necessary, training all staff on LGBT issues including intersex and transgender, and

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Why 2 First Drafts Can Be Better than One

Sometimes, we like to create a couple of different versions of the very first drafts of a writing project. Take a look behind the scenes and find out about the benefits of our approach.

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How to Make the Most of Customer Reviews

The 10 tips that made our list include what to do when you get a bad review, how to get more customer reviews, and how to use other companies’ reviews to build your own.

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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 focused approach to creating content: 1. Range 2. Accessibility 3. Correctness 4. Effortlessness

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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 writing a longish blog post. So here are 6 ideas that can smooth your path to hitting ‘publish’ with confidence — knowing that your lead magnet will resonate with the right people, in the right way.

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Marketing to co-creators: a customer support super power

In any business, it makes sense to explore customers’ true needs and desires. Even more so when the role of “consumers” is changing, and people are more involved in your business as co-creators of your product. This article offers inspiration for you to find out about customers’ needs and build your marketing accordingly.

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10 Proven Ways to Use Your Customer Service for Marketing

What really works for ethical companies and conscious consumers? Learn how real business owners and ethical influencers add a bit of unexpected sparkle to their everyday interactions — and turn your customers into fans who’ll do the advertising for you.

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Poe-fect Service, Evermore.

Sabine first published this poem in praise of The Literary Gift Company’s “suppoet” on her personal blog a few years ago. We’re republishing it as an example of creative storytelling — and because we think it’s worth highlighting amazing service experiences.

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What is good customer support? 3 criteria for service writing

“No more embarrassing customer service emails!” — It’s often this aim that makes companies set out to monitor their customer service teams. But what makes good service writing? We recommend 3 proven quality criteria — making it transparent and easy to train or coach.

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3 ways to level up your customer support team’s writing skills

Despite Siri and Alexa, writing may be the 21st-century skill. Good writing can give your support the competitive edge.  So we’ve collected our top tips for improving your team’s writing skills. They work in any language — and even with non-native speakers.

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Planning Soft Skills Training for Customer Care Teams

Communication skills and empathy can be learned! It just requires some expert planning and training delivery. If the ability to communicate is misunderstood as a talent, a personality trait or an attitude, support teams are only going to grow their frustration instead of their most important professional skills.

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