Comments on: How To Make Your Customer Service More Personal (And Why You Want To)

By: Luke_

Luke_ — Thu, 21 Oct 2021 06:47:02 +0000

Customer Journey Mapping is a good idea. This allows us to learn a lot about customer behavior on our website. if someone is looking for good tutorials, I recommend this post: https://gamerseo.com/blog/what-is-customer-journey-mapping-a-step-by-step-guide-to-create-one/

By: Reegana Jenifer

Reegana Jenifer — Wed, 27 Dec 2017 07:00:34 +0000

Was useful. Thanks for your article

By: Vereya Makoshina

Vereya Makoshina — Tue, 25 Apr 2017 10:00:01 +0000

Hello Len,

Thanks for sharing your knowledge and expertise in such a fun and easy way! I’ve been reading your blog for a while now, and I get great tips that help me in my job from every article you publish here!

I have a kind of a newbie question on this topic. I work in customer support for a small IT company, and right now we’re in an active growth stage, the number of our customers is expanding, and thanks to a new service we’ve launched recently lots of people come and go, some give it a try and stay, some not. And I’ve been thinking recently of where do you draw the line between adding a nice personal touch, and getting a little too personal? For instance, the other day I had to talk to a lady who’s selling silver jewelry she makes on her website, and as we were exchanging messages I mentioned how exquisite her pieces are, and that I really liked some of them. And I wondered later, wasn’t that too much? Or, if I see from a customer’s website that he’s got married recently, would it be inappropriate to offer congratulations? Are there any basic guidelines on how to get personal without coming across as weird?

Thanks for your attention!

By: Tenfold Team

Tenfold Team — Mon, 24 Apr 2017 03:17:53 +0000

It's true. When you hear or read your name in a call or response, it's just like talking to a friend and that's already a great connection between the customer and the brand. Personalizing your service is not difficult if you put being 'human' first rather than thinking that it's just another email or ticket you should answer to add up to your metrics. And like you mentioned here, Len, it's important to know your customer's journey. To keep track of every record since first touch-point until the recent ones is very possible with the available technologies around. This helps customer service teams to be better in the "personal" customer service game.

By: Mehul Shah

Mehul Shah — Wed, 19 Apr 2017 11:01:34 +0000

Personal, it seems nice to add that word to Customer Service. It didn’t mean just to add word to the phrase but also need to implement and how to do that is perfectly explained in the article here. Undisputedly customer service is the part of any business that can create a healthy image of the business or also it can go wrong in other case. Agree with the term that it is most likely for one to choose from options with better customer service. Nowadays I have also gone through articles and posts that debates on whether Artificial Intelligence will replace Human touch in Customer Service. Hard to imagine that would bots ever understand the situation while offering them a helping hand, don’t think so. This article can help business and their Customer Service executive to understand if their services are good how to make them better and improve the quality. Thanks Len for the such an article and will be around for more to come like this.

By: Dan Chelgren

Dan Chelgren — Tue, 18 Apr 2017 18:03:58 +0000

Great stuff, Len! I wanted to share something that we are trying to start at our company called Client Gift Initiative (or CGI). Each member of our support team has access to a company card and they have the freedom to send personalized gifts to our clients whenever they’d like. The gifts can be in response to a tough call with a frustrated client, to celebrate an accomplishment (we work with college athletics so a big win for a school might call for something special), or my personal favorite, for no reason at all! I love when our guys find creative things to send to our clients out of the blue. The overall goal is directly aligned with this post. We hope that sending thoughtful gifts with personalized notes will have a lasting impact on our clients. The program is still very new for our team but the early returns have been awesome! if anyone has any questions or advice regarding this idea, I’d love to hear it! I’ll be sharing this article with my team so we can keep these principles in mind.

By: Seth R

Seth R — Thu, 22 Sep 2016 01:14:42 +0000

Personalization will help improve customer satisfaction. Most customers that I help always say how nice it is that we address them by name and how that makes them feel appreciated. I enjoyed reading this post. http://sethreigelsperger.weebly.com/blog

By: Ashish Maheshwari

Ashish Maheshwari — Tue, 12 Jul 2016 06:31:51 +0000

A great post indeed! Assuming what your customers want instead of actually getting
to know what they value leads to wasting time and resources. A little exploratory
effort up front can go a long way in improving customer satisfaction.
Personalizing your service and delivering value will make a huge impact in your
customer service scores. You might enjoy this article too, http://goo.gl/Da3PRZ about how to “Improve Customer Satisfaction by Personalizing Service”.

By: Hitesh Parekh

Hitesh Parekh — Thu, 21 Apr 2016 02:03:22 +0000

Customers who are getting personalised services can become your most avid customers. Every situation is different, so each customer deserves a personalised message and that makes sense. Always make them feel that they are appreciated to develop a long term brand patronage.

By: ciaran cronin

ciaran cronin — Sun, 07 Jun 2015 09:15:32 +0000

Great post, was only reading today of a complaint on twitter about a hotel as part of a large chain of hotels and there was no response…this stuff is public!! crazy to think that there is nobody at the hotel to monitor this stuff and not lose out.

By: disqus_pw8D1qeiPW

disqus_pw8D1qeiPW — Tue, 19 May 2015 01:39:49 +0000

Nice post as always, Len. At the ecommerce company I founded, we created automated alerts based on a number of variables where the shipping department was notified if an order met certain criteria (such as it was their 5th order, or they were a new customer ordering over a certain dollar value, etc.) Based on the alert, they might do anything from include a hand-written thank you note to a free gift. Definitely want to make it personal and memorable.

I also wrote a blog post on how customers now need to be surprised and delighted, because “good” customer service is now expected and doesn’t stand out or make you memorable. Would be happy to post a link, only with your permission.