I am posting this bc the info provided via the author is something to consider- We’d be naive to think the customer is always right, but it’s best not to assume they’re always wrong. Careless copywriting can expose our readers’ vulnerabilities and make them feel like failures. In her book Daring Greatly, Brené Brown says, “There are no data to support that shame is a helpful compass for good behavior.” Researchers simply don’t find that shaming creates positive outcomes. We have nothing to gain from making our readers feel guilty, but we’ve got a whole lot to lose.
Blame almost always makes its way into sensitive conversations. Most banks email users when their account balances are low. The message is helpful, because it prevents overdraft fees. But a lot of people feel stressed and embarrassed about low account balances. Since they might already be in a vulnerable place, an insensitive message can turn that stress into shame….
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