Video
Humanising B2B Messaging to Build Trust
Make B2B comms more human to earn trust. Learn three shifts to move from formal, feature‑led copy to clear, outcome‑focused messages that speed...
Summary
Teams assume echoing buyer language builds credibility; but without shared meanings, measures and ownership, it falls flat. What works is agreeing definitions, leading with outcomes, and using proof-backed language. That turns clear intent into trusted messaging, smoother handovers, and faster, lower‑risk decisions across the buying journey.
Watch The Video
In this video, Dipendra Mistry (CSO & Managing Partner) shows how aligning with buyers’ language builds trust and momentum in mid‑market B2B decisions.Our Perspective
What this means for leaders navigating growth, change or transformation in their organisation.
The Real Risk
It’s tempting to mirror buyer phrases and assume credibility follows. The real risk is false familiarity: sounding “like them” while meaning something different. When your claim of “faster rollout” means one thing to you and another to their operations lead, you don’t gain relevance—you create friction.
Emblaze finds that sellers and buyers are, on average, 54.5% apart on the very problem being solved, a gap that weakens trust before value is even discussed. The point isn’t more familiar wording; it’s shared definitions of outcomes, measures and ownership—so your words match the experience buyers receive.
Shared Meaning First
Buying has become more self-directed, which means your website, proposals and onboarding need to carry the same meaning without a translator. Gartner notes that 61% of business buyers would prefer to purchase without a sales representative, raising the bar for clarity, consistency and proof across every touchpoint.
Start with a meaning audit, not a copy edit. Agree how you define the buyer’s priority outcomes; specify the metric and baseline you’ll move; name who owns change on both sides; and decide what proof is acceptable. Most organisations we work with find that once meanings are codified, language choices become obvious and pressure lifts from teams.
Practical Guardrails
- Outcome-first positioning: Express value in the buyer’s terms, tied to metrics they already track (for example, error rate, time to resolution, adoption within 30 days).
- A usage playbook: Capture buyer phrases from interviews, then set rules for when to adopt, adapt or avoid them by channel (site, pitch, contract, onboarding).
- Evidence map: For each claim, list the corroborating case details, customer quotes and behaviours buyers will see in evaluation and delivery.
- Plain-English discipline: Train teams to translate internal features into external outcomes, avoiding internal shorthand and vague superlatives.
These guardrails reduce “semantic debt”—the accumulation of words that sound right but carry no shared meaning. They also make handoffs cleaner across marketing, sales and delivery because everyone is working to the same definitions.
What Leaders Change
- Rebase positioning on the buyer’s scoreboard: Decide which 1–2 metrics you’ll reliably move, and remove claims you can’t evidence.
- Shift proof left: Build trials, pilots or artefacts that demonstrate your definitions in action before contracts are signed.
- Make governance real: Nominate a single owner for meanings and maintain a living glossary, reviewed with product, delivery and legal monthly.
The deeper shift is cultural. Treat messaging as a contract you must honour in the product and the experience, not a surface layer to tune. Do that well and credibility compounds—shortening the distance between intent and impact as buying becomes even more digital and self-serve.
Sources:
Further Resources
Brand clarity often begins with the right questions — we’d be glad to explore them with your team. Start the conversation.
Video
Messaging