Undoubtedly, the end goal of any phone interaction is to provide an excellent experience for your customers. The reasons for this are clear: moments of excellent customer service lead to longer relationships with customers, which means more customer loyalty, which in turn means more revenue. Every business should strive for these kinds of contacts, but many struggle. Some of the problem may lie with the fact that technology is advancing at an incredible rate while channels that customers can use to reach out to business are also increasing.
So, what should you keep in mind when working to personalize your customer’s interactions with your business? Customers are becoming more and more willing to give businesses valuable information about their purchasing habits, their likes and dislikes, and even what they look for in a business, but this knowledge alone will not necessarily make for a personalized interaction. However, with a little bit of work, your employees can take that information and add context, which in general improves the kinds of interactions your customer has with your business. With this information readily available, the likelihood of your employees establishing rapport with your clients is just a matter of effort.
Why is this so important, though? Well, one of the things that customers look for is a consistent customer experience. This is not only true of when the customer calls, but for other businesses as well. It’s why the majority of chain restaurants look the same across the nation. When you can provide the customer with a consistent experience every time they come into contact with you, it not only reminds your customer of the last interaction they had with you (hopefully a good one!), it also provides them with a sense of familiarity that they’ll find comforting.
A final thought to consider when you’re thinking about personalizing customer contacts is that customer expectations are on the rise. As mentioned before, technology is growing and along with it are the ways that your customers can reach out to you. By keeping in mind the information and technology that you have at your disposal, though, you can make sure that your customers have a uniform, personalized, rapport-building interaction each time they reach out to you.