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February 2022


What’s the carbon cost of your customer correspondence?

For over 15 years, Friendly has led the way in helping brands improve their customer correspondence. And now, with Net Zero Emission targets at the top of most brand's priorities, we can also identify the carbon cost of such messages.

The addition of a world-leading CO2 counter to our audit process now gives clients a dual measure – their affect on customer experience as well as their impact on the environment.


The CO2counter has been developed by The Gaia Partnership, which has provided carbon emissions measurement for the marketing industry for over 14 years. 


Backed by independent, research-based science from Sydney University, Friendly Persuasion’s correspondence auditing service helps organisations create clear and effective communications with the minimum environmental impact.




March 2021



ACAP chooses Friendly for verbal CX project


The Australian College of Applied Psychology (ACAP) has appointed the Friendlies to create a clearer and more inspirational voice for its written communications. ACAP offers degree courses in psychology, counselling, social work, criminology and coaching. Our assignment is to define their brand voice and train ACAP staff to adopt and use it. We're also working closely with digital UX strategist James Earp as we rewrite key areas of their website to maximise online sign ups.


February 2019



Friendly and the Customer Service Institute of Australia launch new writing course


We’ve just launched a new writing training product for the Customer Service Institute of Australia (CSIA). The CSIA now offers Certified Written Service Excellence training to its 4,000 members as a tailored program for companies and also at public events for individual members. Australian Catholic Super’s service staff are the first to benefit from the training and a public event is scheduled for May 2019. See Peter's article in Focus, the CSIA quarterly magazine.

January 2018


Alinta Energy switches to Friendly


Alinta Energy has appointed the Friendlies to improve customer experience and retention across its entire business.


The appointment incudes auditing and enhancing hundreds of customer communications and forms. Plus, we’ll be helping

re-engineer their customer journeys to reduce churn and increase lifetime value.


December 2017

Clarity and charm is QBE’s policy

The Friendlies are working with insurer QBE to help make their Product Disclosure Statements clearer and more engaging.


We’ve also teamed up with their underwriting teams to simplify QBE’s internal underwriting manuals.  

April 2017


Velocity get personal with video


We’ve begun work on Velocity’s first personalised video, which combines customer data, video animation and mobile-friendly delivery to create a truly personal experience for Velocity’s members.

February 2017

A healthier conversation

Not-for-profit health insurer, HCF, has appointed Friendly to handle their annual rate review communications. We’ll be working with our friends at TheFormsAgency to create highly personalised digital and print messages that explain the changes clearly and helpfully.  

November 2016


Friendly new business gathers Momentum


Momentum Energy, the Victoria-based energy retailer, has appointed Friendly to help define its tone of voice and review existing communications in correspondence and online portals. 

August 2016


Welcome aboard Velocity


Velocity Frequent Flyer has appointed Friendly to improve the written customer service correspondence from its Philippines-based call centre. The task includes rewriting over 100 separate customer service emails, plus training materials for its staff. 

June 2016


Advising the advisers


BT Financial Group has appointed us to improve the key communications in their Advice business, specifically their Statement of Advice and Financial Services Guide. Our challenge is to make the written advice experience a clearer and more human one for their clients.

April 2016


Friendly teams up with the Customer Service Institute of Australia


Friendly and the CSIA have signed a memorandum of understanding with a view to offering Friendly’s expertise in written customer service to the CSIA’s members, encompassing service organisations throughout Australia.


March 2016


Five towns, 21 workshops and 250 people. Friendly goes on tour.


Pete spent a lot of March touring the east of Australia
teaching Telstra Wholesale staff how to write in a more
customer friendly way.


The tour took in Sydney, Brisbane, Melbourne, Canberra
and Adelaide working with the provisioning, billing and

IT support teams.



February 2016


A friendlier claims experience for Australian Unity members


In January, Friendly was appointed by Melbourne-based health insurer, Australian Unity, to help make the hospital claims experience clearer and simpler for their members. Our work involves customer journey design, the rewriting of key correspondence and the rewording and restructuring of forms to make the claims process run smoother for everyone.


March 2015

Telstra Connecting with Words wins Golden Quill Award

We just found out that the Connecting with Words training we created for Telstra has won a Golden Quill Award from the International Association of Business Communications. 


19 December 2014 

Stone me. Look who just Rolled up


The superyacht "Sovereign" that's been moored outside Friendly persuasion's offices for the past three weeks had some famous guests today. Black limousines rolled up at 4pm and around fifty partygoers went aboard, including Keith Richards and Ronnie Wood, who'd chartered the vessel for their friends and families in Australia. The Stones are here to play gigs in Sydney and Melbourne. 


13 September 2014 

Gumtree appoints us to look after their motor dealer business


Gumtree has appointed us to help develop their motor dealer trade in the highly competitive online automotive classifieds market. We'll be persuading dealers to engage with a broader range of Gumtree features earlier with the aim of nurturing longer lasting and more mutually profitable relationships. Our brief covers journey mapping, on-boarding and the reviewing of all correspondence from welcomes to collections.


1 August 2014


Digging our new digs in Pyrmont


The office move went without a hitch and we're now loving our swish new space down on the pier at Jones Bay Wharf. Join us for sundowners on the deck every Thursday night.

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