Customer Communication Architecture
The discipline of shaping customer/user interactions through words
Ever said the wrong thing at the wrong time?
Still, when interacting with your customers and users, whether digitally or humanly, the random slip of tongue will not be taken lightly and can seriously hurt your reputation, your performance, and your business.
Every word counts!
Our strategic framework aims to identify 5 core elements to help determine the right words for shaping positive and successful customer and user interactions:
Once identified, these 5 elements are translated into a communication blueprint which outlines your entire communication strategy across all the touchpoints – from the main messaging down to the microcopy, to ensure you make the most out of every interaction.
The human instinct and the digital experience
Companies who wish to align themselves to this inevitable user/customer expectation should look beyond just designing user-friendly digital interfaces and start writing human-led digital interactions, to settle the communication between the two.
UX writing as a winning strategy
When your comms are precise and nurture a positive customer experience, your business benefits from:
For customers / users
- Better understanding
- Smoother navigation
- Increased satisfaction
- Stronger emotional connection
- Higher conversions
- Better retention
- Enhanced engagement
- Increased loyalty