Can your consumer read & understand your policy?

Spread it!

Email This

Yesterday's post talked about the content in your privacy policy and the need to keep it up to date; today's post focuses on the internalization of your objectives regarding email (and eCommerce) with your team and recipients.

I am the recipient of many privacy policies, from credit card companies, financial institutions, our travel company and even a few retailers. They’re all intimidating reads, long and obnoxious… legal lingo just alienates your recipient. You can put out the legalese to CYA but then you can add a little section that explains things in plain English.

The challenge here is that these policies have all been written to protect the sending company, they’re intentionally hard decipher. Just when I thought all was lost, I received this email – look at the ease with which it’s written. This style is reflective of a dialogue… do this and not that. It’s a nice change of pace for those of us who receive tons of these policies and it helps build loyalty to the company.

If you’re not ready for this style, at least train your CSRs to put it into a conversation – they’re the front line of your brand, your experts… make them look as such.