SIMPLE brand With Matt Lyles
Do you ever wonder why the top brands are winning? It’s because they provide customers with the one thing that most brands aren’t - simplicity. How can you learn from them and create the same experiences on a smaller budget? The SIMPLE brand podcast will help.Join Matt Lyles, and his guests, as they share tactics, tips and strategies to help your business brand out from the crowd. You’ll learn how to create simple experiences for your customers and your team members through marketing, branding, content, social media, customer experience, leadership, organizational culture, productivity and so much more! Your customers live in a complicated world. Let’s make it SIMPLE. Guests include: Andrew Davis, David Burkus, Dee Ann Turner, Grant Baldwin, Heather Heuman, Melanie Deziel, Ray Edwards, Roger Dooley, Stacey Hanke and many others.
SIMPLE brand With Matt Lyles
Leslie O'Flahavan - The Power of Plain Language in Customer Experience
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Matt Lyles
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Episode 115
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.
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 form 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: