#6 | Diana Smith, Twilio.org

It’s easy to think you know how to talk to your customer.

But are you using the same words they use? Are you highlighting the same problems they discuss? Are you truly empathizing with their situation?

The words you use have the power to build up or belittle your customer.

To show you understand them or not. To earn their trust or not.

That’s why you should always approach messaging from a place of learning.

In this episode, Diana Smith, Director of Brand & Product Marketing at Twilio.org talks about the importance of elevating your customer in the story – and why self-awareness is key to finding the right message.

Diana’s perspective on the nonprofit sector is incredibly relevant to all tech companies.

She also shares great advice around building your messaging framework, and a couple of phrases that we should all vow to never use again!

Watch the episode

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