Customer Communication - Spotlight Session

How to have better customer conversations and communication that converts.

This webinar is being delivered online for businesses trading on the High Street.

Why customers choose you, right there, right then. Turning customers into brand advocates.

Most customers decide in moments. Not just what to buy, but who to trust.

This one-hour session focuses on how great communication turns everyday interactions into meaningful connections. We explore how language, storytelling and presence shape perception in-store, how to explain your value simply, and how to build confidence in customer conversations without scripts or pressure.

This is about human connection. Helping your team say the right things, in the right way, so customers feel understood, valued and confident choosing you.

“Your brand is what people say about you when you’re not in the room.”

— Jeff Bezos

What we’ll cover

• How customers really make decisions in the moment

• The role of language, tone of voice and storytelling in shaping perception

• What “value” actually means to your customer

• How to communicate confidently

• Message hierarchy: what matters most and what to say and how to say it.

What you’ll leave with

• A clearer understanding of who your customer really is

• The ability to explain your value simply and confidently

• Tools to improve everyday customer conversations

• Stronger connection and trust with your customers

• More consistent communication across your team

• Customers who are more likely to return and recommend you

Your Expert for this session

Judy Andrews – Brand Strategist, Creative Director & Workshop Facilitator

Judy Andrews is a brand strategist, creative director and workshop facilitator with over 20 years’ experience helping brands and teams gain clarity, confidence and momentum.

She has led brand strategy, creative direction and retail transformation projects for major global businesses including Tesco, Winn-Dixie, Coles, Superdrug and DFI Retail Group, working across the UK, US, Asia and Australia. Her experience spans supermarket rebrands, loyalty programmes, value and pricing communication, store environments and cross?channel campaigns, always connecting commercial goals with deep human insight.

Alongside large-scale retail work, Judy also supports founders and small businesses, helping them clarify their positioning, tell stronger stories and show up with confidence in competitive markets. This mix of big-brand rigour and small-business empathy gives her a grounded, practical approach that resonates at every level.

Judy is known for making the complex feel simple and for creating workshops that are energising, thoughtful and immediately useful. Her sessions combine strategic thinking with practical tools that teams and businesses can apply straight away.

Judy’s work helps people see more clearly, think more confidently, and create experiences that truly connect with customers.

Can’t make it live? Register anyway, and we will send you the recording to watch at a time that suits you