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Is it better to direct your customers to call you or type a response?

While customers may have a preferred method of communicating with you, that should not be your only concern.

It turns out that how they engage with you, via text or voice, may impact their satisfaction with your services.  

Matching method to product type

It’s rare these days to visit a website that doesn’t have a chatbot.

While most of these conversational agents are text-based, improvements...

Optimising customer reviews means paying attention to how people express themselves, not just what they express.

It's not only how many stars a customer gives you that can make a difference, it's whether they use past or present tense to describe their experience.

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Want an inexpensive way to bolster customer satisfaction and sell more? Use concrete language.

That was the finding from “How Concrete Language Shapes Customer Satisfaction” (2020) by Grant Packard and Jonah Berger.

In the study, Packard and Berger tested whether referring to items using abstract (e.g. “pants”) vs. concrete (e.g. “blue jeans”) descriptors impacted satisfaction, willingness to buy and purchase behaviour.

Abstract language is the realm of the...