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Presentation: The wirter
- 1. Why Words Mean Numbers Neil Taylor
- 17. down 22%
- 19. “Since we started the new style, the emails I type are quicker, and customers’ responses are a lot less aggressive. Even the customers try and respond in a much better way.” Simon Brining Executive level complaints team
- 20. “[It] has been the main factor in us reducing our repeat complaints from around 28 per cent to less than 20 per cent.” Tim Liddell General manager for complaints and analysis
- 22. Find a McDonald’s near you Find your BK location Find a Restaurant Take me to the tacos!
- 23. Find a McDonald’s near you Find your BK location Find a Restaurant Take me to the tacos!
- 24. Find a McDonald’s near you Find your BK location Find a Restaurant Take me to the tacos!
- 25. Find a McDonald’s near you Find your BK location Find a Restaurant Take me to the tacos!
- 28. In ’78, Ben had been fired from a series of McJobs while Jerry had failed for the second time to get into medical school. So, armed with a $5 correspondence course in ice cream making, they opened their very first scoop shop in a dilapidated gas station in downtown Burlington, Vermont. In the early days the boys were pretty bad at book-keeping. After two months they closed the store and hung a sign that said: ‘We’re closed to figure out whether we’re making any money’.
- 29. Economic Mission To operate the company on a sustainable financial basis of profitable growth, increasing value for our stakeholders, and expanding opportunities for development and career growth for our employees.
- 30. Our cookies are designed to improve your online experience. You can find out what cookies we use, what they do and how to disable them in our Cookie Policy. By closing this message, you consent to our use of cookies on this device in accordance with our cookie policy unless you have disabled them.
- 32. 1. Audit your language journeys
- 33. Mr Neil Taylor, you’re ready to fly.
- 34. *The collection of Avios through our partners is subject to geographical limitations, see partner full terms and conditions for details.
- 35. 2. Make the most of 2. opportunities
- 36. 3. Make some friends
- 37. Priority tickets: when they’re gone, they’re gone.
- 38. Priority tickets are subject to availability.
- 39. 4. Sweat the detail
- 41. 5. Start a movement
- 42. Customer O2 had to travel to Italy to get signal - desperate times!!! O2 You can come back now. We’re back in business :)
- 43. Customer O2 had to travel to Italy to get signal - desperate times!!! O2 You can come back now. We’re back in business :)
- 44. Customer Oi! O2! Because of you I missed a call from my dear old mum. For that I think I owe you a pint. Ta! :) O2 Um... you're welcome, we think. But if your mum asks, we'll totally deny this tweet.
- 45. Customer Oi! O2! Because of you I missed a call from my dear old mum. For that I think I owe you a pint. Ta! :) O2 Um... you're welcome, we think. But if your mum asks, we'll totally deny this tweet.
- 46. Customer O2 F**K You! Suck d**k in hell O2 Maybe later, got tweets to send
- 47. Customer O2 F**K You! Suck d**k in hell O2 Maybe later, got tweets to send
- 49. 6. Watch the numbers
- 50. Watch the numbers Calls to call centres from confused customers drop by 91% Net promoter scores improve from -25 to +25 Customers’ perceptions of the brand as helpful up by 31% Response rates up 800%
- 51. €10,000,000
- 52. Those six things again 1. Audit your language journeys 2. Make the most of opportunities 3. Make some friends 4. Sweat the detail 5. Start a movement 6. Watch the numbers
- 54. Thanks. Find us at thewriter.com Follow us @TheWriter