Customer communications

We build strong relationships

Your customers chose you for a reason. We ensure that choice is backed by communications that deliver on your brand promise and what you value.

Customer communications Services

We create your unique voice

Every interaction is an opportunity to positively impact the customer experience.
We develop communications for every step of the customer journey. From welcome emails to call center scripts to complaint handling. What you say and how say it has enormous power. Use it to build relationships and your business.

Operational comms

We bridge the gap between marketing and operations to make sure your content engages all customers and employees.

Change communications

We plan and execute employee communications programmes in times of change.

Tone of voice

We’ll develop and implement a tone of voice to reflect your brand and values.


We test the impact of your customer journey, tone of voice and customer communications with your people and customers.

Employee journey

We plan and deliver a communications journey that engages and informs.

Content generation

We create the communications you need to hire, engage and manage your workforce.

Customer journey

We plan your communications to streamline your processes and add value to your customers.

Content refresh

We refresh your customer communications from operational documents to complaint handling.

Training and coaching

We train teams across your business in how to write effectively using your brand tone of voice.

All Services

Happy clients

  • Working with Red Lorry Yellow Lorry has been great fun. Their people are friendly and easy to work with. Their trainers know their subject well and deliver it in a professional, engaging way – even traditional writers have been won over. There’s been lots of interest from other departments who’ve heard about our new helpful, straightforward tone of voice and want their staff training too. We’ve even penned a new verb – to be ‘lorried’ for the text they refreshed for us.

    Barbara Bedford - Customer Service & Communications Director First Group
  • Far too many brands in financial services ignore the importance of tone of voice in customer communications. At LV= we try to ensure a tone based on a ‘conversation between equals’, not the usual condescending mumbo jumbo or patronising insincerity that some others churn out.

    David Radford - ex Head of Marketing LV=
  • The lorries have been invaluable in our drive to improve and monitor the quality of our online content across Europe. From refining the eBay tone of voice to producing copywriting guidelines and a robust quality assessment programme, they’ve provoked debate and added real value – and we’ve had a lot of fun together

    Lucie Hyde - ex-Director of Global Content eBay

Related Work