“We engaged Friendly to audit and improve hundreds of written customer experiences, from
correspondence to content. They’ve made those experiences simple, helpful and given them
a tone that’s distinctly Alinta Energy.”
Customer Experience Manager
Telstra engaged Friendly on a project to review over 7,000 system-generated letters, e-mails and SMSs. Using their systematic approach, Telstra has been able to improve the quality of its communication to customers – enhancing the overall experience and increasing advocacy."
Director, One to One Marketing
Chief Marketing Office
"The sheer number of messages we got through is an achievement in itself. Overall, the rewritten correspondence will help us improve the customer experience and better deliver on the brand promise."
Senior Manager, Brand Portfolio, Strategy
“As a result of the work they did on our annual rate review correspondence, we not only reduced our attrition rate, but in the process we saved close to $2 million in operational costs by signiﬁcantly reducing the number of enquiry and complaint calls.”
(Then) Head of Retention and Customer Service
MBF Health (now BUPA)
“The feedback from the team to your training was overwhelmingly positive, they felt it was informative and relevant to their roles. Peter was also a great facilitator.”
Quality Assurance Manager, Customer Services
“They helped the ATO find a voice that is clearer, simpler and more representative of our values.”
“The launch of the Bank of Melbourne was an enormous undertaking – and we were determined to get everything right from day one. The customer correspondence project was time critical and we looked to Friendly to share the challenge. We now have a suite of correspondence that reflects the new brand’s values and that our customers will find clear and consistent.”
Executive Manager, Strategy & Change
"The whole process made what seemed an initially insurmountable task not only manageable and achievable but an exciting and enlightening project for our staff.”
National Manager, Marketing
"Gumtree engaged Friendly to help review all of our customer touchpoints for our automotive business. What ensued was a strategic and thorough end-to-end review which included speaking with our customers, internal stakeholders and truly understanding the Gumtree brand. The output was a customer journey that was consistent, on-brand and meaningful, which has helped us achieve several of our key metrics relating to customer retention."
Trade Marketing Manager