In this week’s episode of the SIMPLE brand podcast, I talk with Leslie O’Flahavan.Leslie’s the owner and founder of E-WRITE where she helps Fortune 500 companies, government agencies, and non-profit organizations learn how to write better for both their customers and their internal audiences.Leslie and I discuss how you can use plain language to simplify your customer experience while setting up your frontline employees for success.Here’s what we discuss:How writing in business has changed (not devolved!) over the decadesHow customer experience is like a romantic relationshipHow brands can build up affinity with customers through plain languageThe biggest drivers of complex and boring language form brandsHow to build empathy with customers without increasing legal riskHow to empower frontline employees to incorporate plain language and brand voiceThe need for consistent language and brand voice pre and post-purchaseCan and should empathy be scripted?RESOURCES FROM THIS EPISODE:Leslie's siteLeslie on LinkedInLeslie on Threads