Do organizations overuse acronyms when talking to customers? Using acronyms internally is okay, but what happens when they escape and suddenly, customers use them? We discuss how organizations confuse customers and how organizations can improve customer conversation.

“When you know your customers, you know where you need to over communicate. You may not always get it right, but you will certainly provide a better customer experience.”


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Is it reasonable to assume that customers know the definitions of the industry terms? Do the customers use these words daily? Organizations especially overuse acronyms in letters and e-mails. Customers can be left confused, often feeling naive. We explore what organizations need to do, in order to improve communication with customers.

In this episode, you’ll learn:

  • When should organizations use acronyms?
  • What kind of language to use with customers.
  • How can we avoid acronyms?
  • Where do organizations fail customer communication?

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