Customer and employee experience

Customer and employee communications

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

Customer Communication Services

We create your unique voice

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

Communications health check

We audit your existing customer and employee communications to assess if they match your brand values and tone of voice.

Tone of voice

We develop and implement a tone of voice to reflect your brand and values, and help roll it out across your organisation.

Change communications

We plan and implement customer and employee communications programmes in times of organisational change.

Training and coaching

We train teams across your organisation on how to write effectively in your brand tone of voice – through workshops, writing clinics and mentoring programmes.

Customer and employee journey

We plan and test your communications to streamline your operational processes and improve your customer and employee experiences.

Content creation and refresh

We create or refresh your customer communications - from marketing brochures and websites to operational documents, internal communications and customer service responses.

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

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