Leslie O'Flahavan - The Power of Plain Language in Customer Experience

SIMPLE brand With Matt Lyles

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10M ago 42:44

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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:

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#Business #Matt Lyles #Brand #Experience #Content #Social Media #Customer Experience #Leadership #Organizational Culture #Productivity #Business Strategy #MBA #Marketing