The Customer Language Collector

Build a reference from the words customers already use

The Customer Language Collector connects audience research with the practical work of writing. It explains how to gather language, identify the phrases that reveal needs and concerns, and organize those findings so they are useful later.

Follow the process with your own research material, then use the collection to ground your message in the way customers describe their experience.

What you’ll find inside

• A plan for collecting relevant customer language.
• Methods for identifying useful phrases and recurring themes.
• A focus on problems, aspirations and buying objections.
• An organized language bank for future content work.
• Ways to apply audience insights to clearer, more specific copy.