At m+p, we often find a disconnect between “your truth” and “their truth.” Frequently, this disconnect comes down to how companies and customers think about money. Companies are tempted to try to label transactions as “savings,” because they know that’s what customers want. The trouble is, misusing the word has far worse consequences than simply being upfront about pricing.
October 29, 2013
"In communications, we often see that everything vague will be interpreted negatively. We look for the catch. When a company makes a claim, we look for the spin. We challenge the facts. We question the validity."
m+p CEO Michael Maslansky provides yet another example of what happens when companies attempt to communicate key messages without context.
Are airlines finally getting their customer care game on track? Despite the years of delays, cancellations, and general misery, some big players seem to be taking customer care much more seriously than they used to.
Mike Phifer analyzes a swiftly delivered apology from (the new and improved?) United Airlines after yet another poor in-flight experience. Even if their language is pretty rote, it's the thought that strikes us as particularly refreshing.
Bethesda Bagels in Washington, D.C. displays the plainspoken principle to great effect. Take a look at Chris Manley's analysis of the bagel shop's subtle communications play.
November 20, 2012
Michael Maslansky presented to Oticon’s 5th International Conference in Copenhagen earlier this year.
Michael laid out a practical approach to using the Language of Trust to effectively address some of the toughest questions hearing care patients face, and manage some of the hearing care industry’s most common and difficult communication challenges.