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Stories By Kevin Lund and Eileen Sutton

Branded Words: How Do You Talk to Customers “After the Sale”?

When someone decides to become a customer, it’s your handshake moment to welcome them aboard. They’re filling out your online forms. Getting your emails. Reading your welcome packet. Who are you? What’s your tone? How do you talk to them in this moment? Does your brand voice sound like a real person making contact, or is the voice cold and artificial? Recently, we worked with a global bank we’ll call Gigantor. The bank wanted to reinvent itself. They wanted “big” to feel “small.” Because banking is now mobile, Gigantor was passionate about making customers feel welcome, about making the global “conversation” more real. Here’s what came out of it.Continue reading