Clarity Creates Confidence: The Cost of Overexplaining to Customers

This article answers the question: Why can overexplaining hurt the customer experience? Answer: Overexplaining can overwhelm customers and create unnecessary mental friction, while clear, concise answers give customers what they need to understand the situation and feel confident. Customers want information. But that doesn’t mean they want all the information. There’s a difference.  Salespeople and customer support reps sometimes believe that […]...