How to Spot?
Often found in literature, on websites and over scripted call centre scripts. Look out for customers dropping out of web journeys and application processes – that’s often where you’ll find this corporate fiend looking to kill off customers early on.
How to get rid of?
-Develop a company “tone of voice” built around your brand values
-Test with real customers
-Find a champion (your “monster slayer” )who is the living embodiment of your tone
-Deploy ruthlessly into your business ensuring your champion is empowered to make changes