Customer-centred communication

From customer insights to messaging that connects.

A free resource for small business

Learn how to turn customer insights into messaging that connects your business with real customer needs.

In the previous resource, you interviewed some customers to learn about their experience with your business.

In this week's resource:

1. You'll analyse what customers shared, and
2. Identify some of the key information needed.

This will help you design messaging which makes it easy for your ideal customers to find, choose, use and recommend your business.

Free download

• Download MS Word document (3.2 MB)
• Download PDF for A4 print (287 KB)
• Download PDF for mobile (548 KB)
• Download text only (.txt file 6 KB)

 

This resource is part 2 in a 5-part series.

Check back each Monday during July 2026 for the next in the series.

1. Connect with your customers
   Customer experience interviews
2. Customer-centred communication
   From customer insights to messaging that connects
3. Usability for business
   The methods behind making your service easy to use
4. Become discoverable
   Share information about what you offer
5. Customer service as prototyping
   How great service and information can help you build positive, ongoing relationships with your customers