door Réka Gyöngyhalmi | jul 19, 2021 | Change
As a writer, I feel obligated not only to my thoughts and words, but also to my readers, their curiosity and openness. And it’s more important for me to deliver the best possible quality than to attract many people. I see it as my way of expressing audience empathy....
door Sabine Harnau | mei 28, 2021 | Change, Copywriting, Culture
… we usually ask someone this when they’ve said something we don’t agree with. But I mean it in the literal sense. In other words, can you hear your own inner voice? My theory is: Genuinely empathic writing that is aimed at an audience won’t work without a...
door Sabine Harnau | apr 22, 2021 | Change
A deep, detailed, difficult customer question never happens when it’s convenient. Many customer care teams enjoy the quieter times after Christmas and the Women’s Fashion Weeks. It’s a good time to take a holiday, roll out some much-needed training,...
door Sabine Harnau | apr 19, 2021 | Change
Few would disagree with the statement “empathy’s important.” (Except perhaps those who’ve read Against Empathy: The Case for Rational Compassion by Paul Bloom, and at that point I’d argue we’re getting perhaps a bit too far ahead of ourselves.) So, let’s start with a...
door Sabine Harnau | nov 12, 2020 | Change, Culture
A friendly bilingual designer recently forwarded us a media request entitled “What can businesses do to be LGBT friendly?”. She knows the queer community is close to our hearts, so it was a thoughtful message. But to submit our response, we’d have...
door Sabine Harnau | okt 8, 2020 | Change
Training customer care teams is a tough job: there’s so much to cover — systems and processes, products and services, all the different touch points (company web site, FAQs, app, social media)… This article is here to offer some help with the most important...
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