An energy bill and a savings welcome email.

Neither made it easy for the customer to understand what they were being told.

What's inside: 

• The energy bill that confused even our own team, and the changes that would have fixed it

• The 5,500-word welcome email, and the facts it should have led with 

• Five ways both comms let the customer down

• Practical starting points you can start to apply to your own comms

If you're responsible for producing or signing off customer comms, this will change how you write for your customers going forwards.