MEDIA ADVISORY: The secret to superior customer service? Use concrete language.
A recently published article in the January/February issue of Harvard Business Review features research findings from York University’s Schulich School of Business.
The article, titled “A Small Linguistic Change Boosts Satisfaction and Sales”, highlights how more concrete language can have an important impact on customer’s attitudes, purchase intentions, and even their actual purchases.
The article is based on research co-authored by Grant Packard, Associate Professor of Marketing and Director of the Master of Marketing Program at the Schulich School of Business.
Professor Packard is available to provide expert commentary and insight regarding the research.
To arrange an interview, please contact Sarah Lynn Hayward in Schulich’s Media department at firstname.lastname@example.org