The Scratch Post
how words define your relationship with customers
How close is your brand to your customers? Are you looking for respectful distance or constant interaction? And is your motto more “we’re all in this together” or “we’re in charge”? Get to know a linguistic tool to help you define that relationship.…
Why most complaint-handling guides actually make things WORSE for your customers
Successfully resolving a complaint is the happy result of a respectful, non-violent exchange about the customer’s needs and how to meet them. This article introduces you to a scientifically proven way to connect with people who are stressed, emotional and making a complaint. Warning: contains NUTs!…
Customer support with brand personality
Complaints and brand personality — an impossible mix? Some companies think so, and tone their complaint responses down to sound completely neutral. In this blog post, Sabine shares 4 ½ tips to help your brand shine through, even in the face of complaints.…
Keep your language simple in Customer support
In this blog post, we’ll look at a few example sentences from an email we’ve had — and shed some light on: – The importance of sentence length for good communication – How to avoid unintentional rudeness by writing simply and clearly – 3 free tools to improve your writing…
automatic email responses for customer support
Auto-acknowledgement emails aren’t usually personalised. Still, they set the customer’s expectations about tone of voice, attention to detail, what level of service they’ll get and how long it will take. In this article, we analyse and rewrite an example — and teach you 4 important tips to get your own templates right.…
Customer support replies with human touch
We all like to feel a spark of connection with people we’re dealing with. It makes us feel recognised and important. Here’s how to write like a human in three easy steps — and a before-and-after example.…
Is Sustainable Fashion the Future? — Perhaps!
We’re fans of sustainable fashion, and so we dream of a future where all apparel is transparently made, socially responsible and eco-friendly. On her visit to Neonyt #Fashionsustain 2019, Sabine discovered some encouraging signs of sustainable fashion finally going mainstream — but also 2 major challenges that sustainable fashion must overcome if it wants to change the world. Read on to find out how to market sustainable fashion for maximum impact.…
Are Customer Service and Sales the Same Thing?
In this short article, we’ll demystify “sales through service” by showing 5 ways that service and sales support each other. Ultimately, we hope to contribute to a view of customer service as a profit centre, not a cost centre — and a better experience for all customers.…
Email Isn’t Dead! Here Are 15 Email Newsletters to Subscribe to & Learn From
Do you know the words most commonly uttered by our clients? “I don’t want to bombard people with emails.” Followed by, “Our supply chain doesn’t allow us to email people regularly.” If that sounds familiar, it’s time to break through these barriers and limitations and claim what’s rightfully yours: the inboxes of your subscribers, now and forever. This post will inspire and teach you how to make email marketing work for you.…
Inspiring new subscribers with your welcome emails
Welcome emails often have the highest open rate of any newsletter email. That’s great — but of course we want all our emails to be read and enjoyed equally. After all, we’ve got important things to say, and we want to add value for our subscribers. So what can you do to increase engagement beyond email number one? Ethical Brand Marketing show how you can use your thank-you email to future pace good outcomes for your new readers. Dive into this email clinic to learn how you can do it, too.…
How Welcome emails can tell the story behind your products
Many social enterprises have a compelling story to tell. Email is one of the best ways to tell it — and win the hearts of your subscribers. But the big traditional brands out there model email newsletters that are all about pictures, logos and discount codes. How can purpose-driven companies stand out from the crowd and engage their readers?…
Creating a seamless email marketing sign-up experience
Coromandel Coast is a UK-based specialty coffee brand with a sustainable twist. Named after the region where the coffee is grown, the company specialises in shade-grown Indian coffee that protects wildlife and gives coffee farmers a more sustainable income. In this email clinic, we take a look at the end-to-end experience of signing up to an email newsletter. We’ll look at the difference between building a community vs. building a list, and how brand values shape voice and tone.…