In this week’s episode of the SIMPLE brand podcast, I talk with Leslie O’Flahavan.
Leslie’s the owner and founder of E-WRITE where she helps Fortune 500 companies, government agencies, and non-profit organizations learn how to write better for both their customers and their internal audiences.
And she’s the go-to authority on using plain language in customer experience and in the workplace.
Leslie and I discuss how you can use plain language to simplify your customer experience while setting up your frontline employees for success.
Here’s what we discuss:
- How writing in business has changed (not devolved!) over the decades
- How customer experience is like a romantic relationship
- How brands can build up affinity with customers through plain language
- The biggest drivers of complex and boring language from brands
- How to build empathy with customers without increasing legal risk
- How to empower frontline employees to incorporate plain language and brand voice
- The need for consistent language and brand voice pre and post-purchase
- Can and should empathy be scripted?
RESOURCES FROM THIS EPISODE:
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