If you’ve ever had to complain to a company, you probably contacted their complaints department. Most customer-facing organisations seem to have one. They’re staffed by one or more hapless drudges who: serve as punching bags for angry customers have to talk and write to the customers to cheer them up. I know what they go […]
You might think your customer and business communications are easy to read. But would your customers and clients agree? I’ve been working a lot in the financial services sector lately. It’s been an education. The FCA’s Consumer Duty regulation is forcing providers to make everything they write and say to customers easier to understand. So […]
It’s been pretty crazy here in the advertising and marketing industry over the last few years. If you looked around at the mayhem – COVID, budgets being slashed, agencies laying off staff, IR35 changes screwing freelancers, a dire economy, the advent of AI as a creative tool – it was enough to make your head […]
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