Customer Experience News & Trends

What’s missing when you communicate with customers?

Most customers say something’s missing when they hear from you. What is it? Personalization.

More than half of 6,000 customers said the calls, letters, invoices, email, text, etc., they received from service providers aren’t personalized, the recent Thunderhead and YouGov survey found.

And guess what? Customers would rather be a person, not an account number.

To add a more personal touch when you reach out to customers:

  • Sign your name. Use a first and last name on emails, letters and any other correspondence.
  • Use their names. Pepper conversations using customers’ names. Just don’t overdo it and sound scripted.
  • Give direct contact. When you sing off of conversations or written messages, remind customers how to reach an agent directly – whether through an email address or phone number.

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