Personalising the Customer Experience

Friday, June 21st, 2019

Personalising customer services can benefit businesses as well as their customers. 

Indications are that few companies do as much as they could in this arena, and that being so, there is an opportunity for some more informed businesses to benefit from the increased levels of customer satisfaction that can flow from a more efficient customer services department.

Empowering your agents with all the necessary information, e.g. customers preferences and details of previous interactions, will allow them to work with great efficiency. For example, is important from a customer’s viewpoint that they do not have to repeat details that they have already shared with the organisation previously, but in any event the result tends to be shorter call times and quicker resolutions.

Whilst keeping track of your customers’ information is crucial, it must also be easily accessible in order that your customer services department (be they in-house or outsourced) operate effectively, so implementing the right customer relationship management (or “CRM”) software will help support the overall personalised customer service experience.

Whilst technology such as artificial intelligence and machine learning become more and more mainstream, it’s also worth remembering that the simple things work too. Where appropriate, calling a customer by their first name or occasionally going ‘off script’ are good examples. 

In short, personalising a customer’s experience doesn’t have to be hi-tech, as a certain coffee shop famed for writing the customer’s name on their cup, (possibly the lowest tech personalisation strategy ever), has discovered.

So, if you or your team are interested in finding out more about how we place personalised customer experience right at the heart of our business offering, call us here at mplcontact Sutton Coldfield today on 0121 362 7001 or alternatively, complete our online enquiry form HERE and one of our friendly experts will be in touch to see how we can help.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society