Better writing doesn’t just help you connect. It makes and saves you money – boosting conversation rate and making you more efficient. It also sharpens processes and makes your communications more effective, which your customers will love you for.

Our long list of happy clients is the proof. They all have slightly different metrics they’d like to boost – from simplifying their customer journey to getting more email sign-ups. But they all recognise that by improving their writing, they’ll see these metrics improve.

For example, we’ve measurably:

  • boosted sales
  • cut customer complaints
  • improved response rates
  • increased NPS scores
  • changed customer perception
  • sharpened funnel optimisation
  • enjoyed ‘unheard of’ engagement on social media.

All through using language better. It’s why we always say: every word is an opportunity.

Don’t limit what your language can do

Language so often gets pigeon-holed as ‘the fluffy bit’ of customer experience. That is, if it gets considered at all. Even switched-on CX people often think language can’t really do any of the heavy lifting, or that words alone won’t make people buy more, or complain less, or stay loyal.

Rather, they tend to see writing as a brand tool to do buzzword things like drive emotional engagement. And of course it can do that: if your words are more human, interesting, exciting or unexpected then they’ll connect more with your audience.

But as we’ve seen, it can also do much more.

Writing better isn’t as hard as you think

The good news is it’s relatively quick, cheap and easy to improve customer experience through writing. Certainly compared with the other traditional challenges CX people face, like big digital transformation, or changing culture to break down internal silos.

That isn’t to say you shouldn’t be doing those things. But it does mean that if you’re not thinking seriously about how to enhance customer journey with better language, you’re missing a great big open goal.

Investing a bit of effort into improving how you write always gets results. Keen for more examples? Check out our case studies for specifics.

Think your CX could do with a change? Get in touch to find out how we can help.