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Case studies

The highlight reel

How we're helping our clients find the words that shift the world.

Vodafone

A chatbot without the ‘garrrrgh!’

Customer service should feel good, even if one half of the conversation is AI. So we used our first-hand experiences to give Vodafone’s TOBi some humanity.

Consulting, Writing, Training, Brand & marketing

Cisco

Using simplicity to solve complexity

For over 10 years, we’ve been helping our clients at Cisco use language that’s simpler and more distinctive.​

Consulting, Training, Brand & marketing

HSBC

Teaching women in investment the art of showing off

Bigging yourself up on paper can be awkward. Especially for women, who - research shows - tend to downplay their achievements (consciously or not).

Consulting, Training, Brand & marketing

Yorkshire Building Society

Bringing in-branch warmth to the written word

Giving their customers real help with real life: that’s Yorkshire Building Society’s brand purpose, and what gets them out of bed in the morning. If you wander into one of their branches across the UK, you’ll find plenty of people putting it into practice.

Consulting, Training, Naming, Brand & marketing

HSBC

A tone wasn't built in a day

​ When is a tone of voice not a tone of voice? When it's languishing in a virtual drawer, and no one knows how to use it. ​ HSBC knows that creating tone of voice guidelines is just the beginning​ Bringing that tone to life is a long and evolving journey.

Consulting, Writing, Training, Brand & marketing

Virgin Voyages

Talking ship

How do you give that rebellious, witty ‘Virginness’ a nautical flavor? That’s what we helped Virgin Voyages do when we developed the tone of voice for Sir Richard Branson’s new brand as it prepared to shake up the cruise market.

Consulting, Writing, Training, Brand & marketing

O2

Consistent copy across every phone screen

When O2 launched one of their last branded mobile phones, they wanted to make sure everything their customers read sounded like O2.

Consulting, Writing, Training, Brand & marketing

HSBC

A tone that’s intelligent and inclusive

HSBC approached us to refresh their tone of voice guidelines after a decade of use around the world.

Consulting, Training, Brand & marketing

Barclays

We know what we don’t know

We didn’t need to become expert auditors – that’s Barclay’ job. But we did need to understand their priorities and their processes. So we could train them to write in a simpler, more human way — and help people understand and act on their crucial findings.

Consulting, Training, Brand & marketing

Cisco

Finding the story behind the stats

For over 10 years we have helped Cisco with their words. The team at Cisco.com came to us to help reimagine their website.

Consulting, Training, Brand & marketing

RBS

HR comms that drive measurable results

Cold and confusing is not a great tone for HR - and it can lead to people not coming on board or getting the most from their time at a company.​ RBS HR asked us to transform their writing to be clear, simple and empathetic - to put human engagement back into HR.​

Consulting, Writing, Training, Brand & marketing

BT

The day nudge theory met Lord Kitchener

What happens when you look at propaganda through the lens of behavioural science? We found out when we took BT on a field trip to the National Army Museum.

Consulting, Training, Brand & marketing

American Express

A voice with mass appeal, designed for discerning individuals

American Express is a global brand targeting people who are going places. As an audience, they share drive, ambition and a certain desired standard of living. Amex needed to find a way to unite their vast global network of communicators and appeal to millions of fierce individuals at the same time.

Consulting, Writing, Training, Brand & marketing

Franklin Templeton

Being distinctive in a regulated world

After years of focusing on their visual identity, the brand team at Franklin Templeton realized their pictures could only tell so many words – and their actual words were lacking.

Consulting, Writing, Training, Brand & marketing