AUTHOR: Moore, Sarah G.
I, Me, & My: Little Words that Make a Big Difference in Agent-Customer Interactions
Grant Packard, PhD, Sarah G. Moore, PhD, and Brent McFerran, PhD
Through five studies, we explored the impact of using I, we, and you pronouns on purchase behaviors and customer satisfaction in sales and service interactions. What we found challenges conventional wisdom and practice when it comes to talking to customers