As many brands seek to automate customer service, one may question if customer experiences will one day lose the human touch. Customers do value their time and seek efficiency, but many would agree that when situations become tricky, customers seek the comfort of connecting with a live agent. Regardless of a brand’s customer service approach, offering personalized customer experiences can be achieved with a few strategic steps. Here are seven tips for personalizing the customer experience on any channel.
Always use names. In a customer service exchange, agents should always introduce themselves by name and ask for the customer’s name as well. This establishes a professional yet friendly tone that invites a meaningful discussion. When brands reach out to customers for any purpose at all, addressing them by name helps engage customers in a personal manner that makes them feel valued as people, not just consumers.
Make promotional offers targeted to customer preferences. Customers don’t want to hear about just any promotional offer. They want to be informed about products and services meaningful to them. Brands should take a targeted marketing approach and reach out to customers with special deals and upcoming sales based on the customer’s purchase history and specified preferences.
Thank them for their business. It’s a simple thought, but there is tremendous value in saying thanks. Your customers could take their business elsewhere, but they have chosen to do business with you. Showing them your appreciation is a gesture that wins long-term loyalty. Always thank customers after a closed sale, and make sure to thank them periodically as well while possibly offering a voucher or discount off a future purchase as a token of appreciation.
Reach out for their feedback. One important aspect of personalized customer experiences is acknowledging the thoughts of your customers. Soliciting customer feedback is crucial to understanding how service can be improved, products can be better tailored to their needs, and the like. Sending post-contact and periodic surveys sends the message that your brand cares about catering to its customers and providing great customer experiences.
Use the customer’s channel of preference. Contacting customers on their preferred channel increases the likelihood of meaningful customer engagement. For example, a customer is more likely to respond to a feedback survey on a preferred and convenient channel. The same is true when sending pertinent information such as delivery updates or marketing offers. Your brand may opt to ask customers for their preferred channel, or otherwise take note of it based on customer service exchanges.
Give customers options. Giving customers options is a key step toward offering personalized customer experiences. Embracing an omnichannel approach, for example, lets customers know that they can reach you on their preferred channel. Offering an optimized site for their mobile devices or a separate mobile app is another way to engage customers in a way that is meaningful to them. Your brand can expand these choices to the smallest but most important of details, whether it be giving different delivery options, asking for customers to vote on a favorite product, or even the choice to opt out of certain marketing offers when desired.
Keep the conversation going. Storytelling is a key aspect of successful brands these days. Customers love brands that have a great story to tell and are inspired to engage with brands that match their values. When customers comment on your brand’s social media platforms, view these comments as opportunities to strike up a conversation with your customers. Social media engagement can reveal a great deal about customer values as they respond to brand announcements, and savvy brands know that engaging customers is ideal for keeping their long-term loyalty. Keep the conversation alive with your customers and nurture these valued business relationships.
Customer service may be evolving in a digital direction, but that doesn’t mean the human touch has to disappear from customer experience. Consumers continue to seek out personalized customer experiences, and brands that make the effort to personalize in even small ways are sure to win the loyalty of their customers. Learn about Vocalcom contact center software solutions for exceptional omnichannel customer service.