Post-Modern Customer Communications (Full Day)

The way human beings process information is changing. Along the way, the “rules of grammar” seem to be falling by the wayside—and the attention span of our customers is becoming woefully brief.

How do you reach them? By engaging them. How do you engage them? By talking to them in their own language. But what is that “language” today? A mix of Post-Modern English you never learned in school: memes, icons, emojis, abbreviations and visuals. And a key question becomes: How do you talk to them without sounding phony and in a way that wins the approval of your senior management?

We’ll address the key aspects you’ve got to be aware of to communicate effectively with this new language. We’ll practice different styles and voices, dive into “speaking like your audience,” and explore the internal approval process that impacts the way you get approvals for this—or any—audience. From newspeak to new platforms, we’ll take what you already know and give you additional tools to stay in tune with your customers and markets.


Who Is This Workshop For?

As the new rules of messaging continue to evolve, everyone in your marketing group—from the actual writers to your marketers, strategists and senior management—need to understand how customers are engaging with brands and communicating about them. Equally important, everyone needs to learn the new rules of speaking to your customers.


Workshop Benefits

Increase marketing effectiveness by:

  • Being able to communicate with customers in their voice
  • Putting customer benefits in the front of your message
  • Getting more engagement with your brand across all platforms
  • Having a clear understanding of the ways marketing communication is changing
  • Reducing inconsistencies in brand messaging

Improve marketing efficiency by:

  • Better response to eMail messaging and social media platforms
  • Receiving positive feedback in the digi-sphere
  • Leveraging messaging through re-tweets, re-posts and social media buzz

Improve employee alignment and collaboration by:

  • Showing all team members how to communicate in the same voice
  • Reduce the number of rewrites, revisions and spontaneous “strategy discussions”
  • Getting marketers and creatives aligned towards the same objectives
  • Having tools to win management approval of messaging in fewer rewrites


Download the full agenda here




Steve Lance

Steve Lance is a partner at PS Insights. His background as a copywriter and creative director includes a full range of advertising campaigns for such clients as SONY Entertainment, Crest Toothpaste, Citizen Watch, J&B Scotch, JIF Peanut Butter, Post Cereals, Verizon, Bell Atlantic, and Hyperion Solutions. He has been creative director of NBC and executive copywriter for numerous cable television networks including The Discovery Channel, TLC, Animal Planet, Discovery Communications, History Channel, National Geographic, and PBS.

Steve is a member of the ANA Faculty and a three-time Emmy Award winner. He is also co-author of The Little Blue Book of Advertising, The Little Blue Book of Marketing, and Breakthrough!. He has won Aurora Awards, Telly Awards, and MARC Awards for various advertising, marketing, web, and PR efforts. Steve also works for Habitat For Humanity and is a member of the advisory board of ShareTheCaregiving, Inc.