I recently made an appointment by phone, for an eye exam. I spoke to a friendly representative, who verified my personal information, ask questions, scheduled the appointment and provided me a very positive experience. After the call, I was asked to answer a one question survey. “Based on your experience, would you recommend or hire this employee?”
The question was a simple one, yet an unusual question to ask regarding my experience. However, based on my experience, my answer was “Yes!” I felt that my experience was good and by all means I would give credit to the friendly representative. Why? She was friendly, polite, used my name, was extremely efficient, knowledgeable, a good listener, patient and most of all she made it feel personalized. What business owner wouldn’t want to have an employee who can demonstrate those wonderful traits in a positive and personalized manner.
We all know that the world today, especially during this pandemic, has changed. In times of chaos, customers find comfort in a personalized experience that a human connection, speed and convenience brings. In a recent survey, 79% of consumers say they prefer a personalized service. Customers want to be known by name and they don’t want to be treated like a case or ticket. Coming across more personalized will bring a smile to a customer’s face by making them feel important.
What are you and your staff doing to make your customer experience be more personalized? Put yourself in your customer’s shoes. What would make you feel like you received a personalized experience?
Here are a few tips:
- Map out your customer journey and evaluate how personalized it is at this time. Make sure you include all channels and departments in your business or organization.
- At each customer touch point, brain storm with your team to identify ways you can make the customer feel that the experience is more personalized. Example: How you can use your customer’s name, acknowledge purchase history, welcoming them back to your business and tell them that you truly appreciate their business and look forward to their return.
- Put yourself in your customer’s shoes. How would you feel?
- Secret shop or have a friend or family member evaluate your customer’s experience to see how personalized it appears.
- Ask your customers if they feel that their experience was a personal one.
- Recognize team members who have been acknowledged and singled out by customers for a positive personal experience.
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Great Experiences Pays
A great experience is worth it to consumers as well as your business. Great experiences create customer loyalty. An amazing eight of ten people will go out of their way to spend more money with businesses they love. Is yours one of them? Make sure you and your team are doing whatever you can to make your customer experience more personalized. Do you have the right front line people in the right role in your business? Are they demonstrating those same positive behaviors to provide a great personalized customer experience? If not why?
Ask yourself that same question that I was asked after my eye doctor scheduling experience. “Would you recommend or hire that person?” Hopefully your answer is YES! Now that is Magical!
Are you struggling with finding and hiring great people? Want help? Schedule a Free Strategy Session with Coach John at firstname.lastname@example.org