Elevate Playbook - loop

How to frame message • Frame the message around the customer identity • Think what matters to them • What they need to know or do to continue their journey How to use language customers understand • Use plain English • Choose words and expressions that are ordinary and familiar • Remove jargon, including operational and technical words • Avoid overly formal words and clumsy sentences • Don’t use language that alienates, discriminates or is culturally inappropriate What we say and the language we use is an important factor in creating andmaintaining a customer-centricmindset.

Five Ways to Create a Customer Focused Mindset

Mindful Apps

Try one these apps to help you be more mindful:

Don’t forget our partnership with:

Communicatingwith Customers

How to be engaging • The combination of active voice and

Communicating clearly and simply helps customers understand information quickly–the first time they read (or hear it). It allows customers to get the information they need, understand it easily and act if they need to.

Sometimes people think plain simple communication strategies ‘dumbs down’ complex information, but this isn’t so. Clear communication is about communicating to your reader or listener in language they understand, whether they are specialists, colleagues, or members of the public.

first/second person language can make messages sound more energetic, engaging and reassuring, and less detached • Favour ‘active voice’ over ‘passive voice’ to add clarity and energy • Favour active voice and first/second person language

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