In the first video episode of the CX Insider Podcast, we speak to the Head of Writing and CX at Monzo Bank, Harry Ashbridge. Join us as we discuss the importance of clarity of communication and the impacts of language on history and society today, all of these fascinating insights being applied to the world of banking.
Harry emphasises the importance of using clear and straightforward language in building customer trust. He also suggests using readability checkers to assess the ease of understanding of your writing and knowing your audience to tailor your language to their needs.
Moreover, Harry stresses the need for consistency in internal and external communications. He explains that the way a company communicates with customers is built on the way they talk to each other internally, and if there’s a difference between the two, customers will notice. Therefore, it’s crucial to train employees in writing and ensure that the company’s values are reflected in all communication channels. This builds a shared cultural value and increases the speed and efficiency of operations.
Written by Marcell Debreceni