B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
7%
7% -- sales uplift for large online retailer (2018-08)
Replacing 'We' with 'I' in 90% of applicable customer service email cases is estimated to result in a total sales uplift of 7%.
- Calculated based on 90% of 'We' cases being replaceable by 'I' and a 0.8% increase per 10% increase in 'I' usage
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
7%
Unit
Percentage
Data Vintage
2018-08
Entity
Sample Size
1,277
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
95
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Journal of Marketing Research (Packard, Moore, McFerran)
Primary
Tier A
https://app.sciencesays.com/p/say-i-not-we-to-customers ↗
Source Article
Say “I” not “We” when speaking to customers
Original Research
Journal of Marketing Research (Packard, Moore, McFerran)
· Original study ↗
Methodology
Analysis of 1,277 customer service email interactions linked to sales data of a large online retailer
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
large online retailer: 7% sales uplift. Source: Journal of Marketing Research (Packard, Moore, McFerran) (2018-08). Via Lighthouse Intelligence -- https://lighthousedata.io/data/i-pronoun-sales-7pct
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<blockquote cite="https://lighthousedata.io/data/i-pronoun-sales-7pct" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>7%</strong> -- sales uplift for large online retailer<br><small>Source: Journal of Marketing Research (Packard, Moore, McFerran) (2018-08) · <a href="https://lighthousedata.io/data/i-pronoun-sales-7pct" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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