Improve KPIs and CTA rates, and reduce call centre volume

The problem

Customers are avoiding unwelcome news, trust in organisations has eroded, and AI is flooding every inbox. A comm that’s merely ‘good enough’ risks being ignored or misread, adding calls and damaging your brand.

Our answer

We don’t rely on best practice alone. We mock up your emails, letters and texts, send different versions to carefully matched customers, and see how they really react: whether they’d even open it, what they take away, and how they’d feel. Then we give you a clear framework for optimising every comm, plus a tone of voice guide for the future.

The cost-of-living crisis has become an embedded new normal. Customers go to real lengths to avoid unwelcome comms like bills and overdue notices, and it’s easier than ever for the wrong word or phrase to trigger anxiety.

Trust in many organisations, from utility companies to banks, has eroded. That means less patience with jargon, and more scepticism and cynicism, especially around price rises and unwelcome news.

AI is letting companies of every kind bombard consumers, raising the bar for what it takes to earn attention, and making people more alert to anything that reads like corporate boilerplate or a scam.

Attention is the twenty-first century’s most valuable resource; no organisation can take it for granted.

The benefits