The Scratch Post
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.…
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.…
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…
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.…
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.…
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.…
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.…
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.…
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.…
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.…
The Training Method that Helps Build an Awesome Team Culture
This approach can be used for pretty much any context. It’s a great way to refresh an otherwise traditional session, especially if you notice that some people seem mentally withdrawn or if you want people to think about something at some depth.…
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 started asking their favourite brands some difficult questions on Twitter. And it didn’t take long till we saw service teams getting some stick for how they responded. In this article, we’ll analyse what went wrong in those tweets, and how to do it better — both now and in the long run.…