How to personalise your customer experience

Call centres handle huge volumes of calls on a daily basis and as a result of the sheer size and scale of the operations which go on, businesses often adopt a ‘one size fits all’ approach when it comes to handling their customer service. However, consumers today are seeking a more personalised experience, therefore making it imperative for companies to tailor their customers’ experience in order to drive consumer loyalty and future sales.

Personalising customer experience may seem like a daunting task, but it really needn’t be, and the rewards of making your clients feel appreciated as individuals are extensive. Here we have compiled a few techniques and approaches that your business should implement to make your customers feel more valued and that their experience with your company is tailored to their needs.

Use names – Both your own and the client’s

Addressing someone by their name is possibly the easiest yet one of the most effective ways of personalising their customer experience. It shows that you have taken the time to take note of who you are speaking to and that they aren’t just another one of your hundred calls that day. Studies have actually shown that when we hear our own names an entirely different part of our brain is stimulated in comparison to other words. Similarly, introducing yourself to customers by name is also an extremely powerful way of personalising the experience. Speaking to a “Chris” as opposed to “The Customer Support Team” feels far more exclusive for the customer.

Adjust your tone according to the customer

Knowing how to speak to different customers is vital in order to personalise business relationships. Some customers may prefer short and direct communications in contrast to others who enjoy longer, chattier discussions. Having the ability to adjust your tone and approach according to who you are speaking to will definitely increase customer satisfaction.

Know the customer’s past experience with your business

There are few things which are more frustrating than having an ongoing issue with a business and having to speak to a new member of staff who seems totally oblivious to the issue. This is guaranteed to make the customer feel frustrated and unimportant. It is is essential for businesses to keep notes on each client’s history so that every time they interact with them, the experience is tailored to their experience with the company. This ensures customers don’t have to tell their story to every different member of staff they speak to.