What makes customer experience convincing in brand communications?

Your audiences need credible grounds for judging what it would be like to work with you. The Frameworks focuses its audience research on the concerns that shape that judgement, paying particular attention to differences between decision-makers, technical specialists and other people involved in a purchase. It draws on interviews, source documents and third-party evidence to understand how those concerns relate to the experience you offer. Working with you, it tests proposed messages against that evidence rather than relying on internal descriptions of the brand.

The Frameworks delivers audience insights, messaging and a content strategy that connect your communications to the aspects of customer experience your audiences value. The messaging gives you evidence-led language for describing that experience; the strategy defines which concerns your content needs to address. You gain a shared basis for deciding which customer interactions and outcomes to feature, with relevant messages that your marketing and sales teams can use consistently.