Leslie O'Flahavan - The Power of Plain Language in Customer Experience

SIMPLE brand With Matt Lyles

In this week’s episode of the SIMPLE brand podcast, I talk with Leslie O’Flahavan.

Leslie’s the owner and founder of E-WRITE where she helps Fortune 500 companies, government agencies, and non-profit organizations learn how to write better for both their customers and their internal audiences.

Leslie and I discuss how you can use plain language to simplify your customer experience while setting up your frontline employees for success.

Here’s what we discuss:

• How writing in business has changed (not devolved!) over the decades
• How customer experience is like a romantic relationship
• How brands can build up affinity with customers through plain language
• The biggest drivers of complex and boring language form brands
• How to build empathy with customers without increasing legal risk
• How to empower frontline employees to incorporate plain language and brand voice
• The need for consistent language and brand voice pre and post-purchase
• Can and should empathy be scripted?

RESOURCES FROM THIS EPISODE:

• Leslie's site
• Leslie on LinkedIn
• Leslie on Threads