Episode 056: Grant Packard

What difference does it make whether you say “I” or “you”? In this episode of Podcast or Perish, I speak with Grant Packard, Associate Professor of Marketing at the Schulich School of Business. He talks about his research on the way saying “I” or “you” when talking to customers changes how they feel about the interaction. Do they feel acknowledged and heard, or did you make it all about you? Do…