Posts tagged email
Making an Action Plan for Better Customer Care Responses: A Case Study

The customer care leadership team of this multinational company was concerned about the quality of written responses going out to customers. They had seen samples with poor spelling and grammar and worried those samples might be representative.

Find out how I approached the project, and how we worked together to improve customer care replies.

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Case Study: How to Write a High-Converting Newsletter Signup Page

This newsletter signup page I wrote and designed for multi award-winning social entrepreneur and mentor Nyasha Gwatidzo achieved a whopping 60% conversion rate.

While a conversion rate of 60% is certainly not a typical result, the steps I took to create this high-converting landing page are still a great guide to writing websites that convert well.

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3 Ways You Risk Companies Disregarding Your #PlasticFree Messages... And How to Get Them to Use Less Packaging Instead

2018 saw 3.4 million people from 177 countries sign up for Plastic Free July.

Lots of conscious consumers reached out to brands about reducing their plastic packaging. However, if done wrong, those messages may never make it to the right people, or they may be ignored altogether.

Here are three common mistakes I've seen, and what to do instead.

After all, Plastic Free July is just the beginning!

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5 Myth-Busting Facts about the GDPR

It's now less than a week until the GDPR goes live, and our inboxes are overflowing with emails asking us to confirm we still want to get that newsletter we can't even remember. A smell of panic is in the air as businesses battle the deadline and unscrupulous consultancy firms use threatening language to get one-person businesses to pay money they've yet to earn.

We've used some of the questions we've had from clients to do some digging into the most pervasive myths surrounding the GDPR, and we'd like to present our findings.

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What not to write: 13 words and expressions to avoid in your customer care replies

One of the most frequent requests we get: a page that contains words or expressions that should be avoided in replies to customers. So, here it is. 13 examples of what not to write, and what to write instead. We hope to grow this to a long list, so please add your own examples in the comments.

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Doing good: 5 tips for consumer questions about your ethics

Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about ethics and sustainability. Sabine's put a company to the test. See why the response she got isn't good enough — and what you can do so your team gives a better one.

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