Copywriting, training and coaching to help you
fix customer frustrations, speak the language of your audience
and move people to act

(for example, buy more ethical products)

 
 
 
 
 We're proud members of the ethical move: a movement setting out to break the cycle and empower conscious consumers by creating a new standard for marketing based on trust and honesty. (Click the badge to find out more.)

We're proud members of the ethical move: a movement setting out to break the cycle and empower conscious consumers by creating a new standard for marketing based on trust and honesty. (Click the badge to find out more.)

 

Words that sell — ethically

You've founded your company on strong values. Everything from your supply chain to the way you advertise is in tune with your ethics. When it comes to selling your products and services, you feel a great sense of responsibility, too.

As ethical writers, we know the feeling. That's why we use the principles of conscious communication to help grow your profit, as well as your impact on people and the planet.

No manipulation required — just a thorough understanding of you and the people you want to reach, combined with really good writing.

 
Everything you have written and suggested makes so much sense and has a greater impact. My page still speaks my truth but at a much more refined level now. The little tweaks and changes in paragraph order have made such a HUGE difference to my message. It’s gone from what I thought was great to brilliant!
— Jacqueline Kelly, Ourbravehearts.ie
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"Customer Care that deserves the name"

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Ever fallen in love with a brand or product — and felt let down by their customer service?

Whether it's on the phone, via email or using online self-service: we've got the experience to help you find the words, techniques and tools you need to stand out in a busy market place. 

We know superb experiences are the result of hard work, and we're ready to support your project hands-on. 

The course was very helpful as it underlined exactly what is expected of us and how to correctly word these emails.
— Workshop participant, customer service team, insurance company
 
 

Communicate your way into the hearts and minds of your customers

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Speak the language of your customers

Most ethical businesses we know don't want to stop at making just Birmingham, Berlin or Brussels a better place. They want to make the world a better place — and so do we!

Whether you’re selling to new markets within Europe or opening a new office in Asia: we know the pitfalls of localisation and how to make it a success. Our network of experts and writers around the world will make sure your message resonates with the right people in the right way.

 

Hang your coat on our approach (it's solid)

For too long, advice about language and customer experience has been based on personal opinions. From split infinitives to phone greetings, there's a lot of apparent 'best practice' out there — practices that were 'best' in the 1960s and live on, with no proof to back them up. That's why communication is often called a 'soft skill'. Fuzzy, unproven and a matter of personal preference.

We're on a mission to turn "soft skills" into "hard skills".

We collect the hottest insights from linguistics, psychology and user research.

Then we distil them into effective writingtraining that truly empowers your team, and customer satisfaction programmes — made from scratch, specifically for your company.

 
 
 
 Customers think of their interactions with you as a single experience — no matter how or where they've been in touch with you.

Customers think of their interactions with you as a single experience — no matter how or where they've been in touch with you.

 A good customer experience is not just a matter of tech and processes — communication plays a hugely important role too.

A good customer experience is not just a matter of tech and processes — communication plays a hugely important role too.

 

Drawing on 55 years' combined experience
& work with 148 brands (and counting)

Founded by Sabine Harnau, the woman behind the global LEGO Service tone of voice 

From startups on a shoe string to multinational corporations, our clients come in all shapes and sizes — and they're based all over Europe.