Here Hanif Joshaghani emphasizes the importance of quality over quantity in customer interactions. He stresses the goal should be to have meaningful conversations and achieve the right outcomes with customers, rather than inundating them with messages. Overloading customers with messages can lead to digital and decision fatigue, diminishing the effectiveness of communication.
The need to use behavioral science to trigger favorable emotional responses and ensure messages stand out amid the noise is important. We should expect that addressing this challenge will become increasingly important in the future.
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