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Am I the only one who used to think a brand's voice was just about the words on the website?
After seeing a local brewery in Asheville get roasted online for a single, tone-deaf reply to a customer complaint on Instagram last week, I realized the brand voice is every single interaction, especially the messy ones, so how do you train a whole team to get that right?
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elizabethwhite1mo ago
Exactly, it's not just the website. You have to give your team real examples and clear rules for those tough public replies.
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the_john6d ago
Built a whole internal wiki page with the top 20 hardest customer situations we'd seen. Just copied and pasted the actual good replies we used, then highlighted why each one worked. Team started handling those replies way faster after that.
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hill.troy1mo ago
You know, I used to think a good policy page was enough. But @elizabethwhite is right, having those real examples for the team changes everything.
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