Updated: Jun 16
How Important Is Personalized Customer Service? - [Importance Of Personalized Customer Service]:
In the world of customer service, the importance of personalized customer service is growing more aggressively than ever, and things are constantly changing too to meet customer needs and expectations.
New standards and expectations are being set every day, with companies looking to outdo their competitors in order to win over customers.
Whether your business is large or small, new or old, it’s important that you keep up with these changes in order to remain successful.
In this article, we’ll be exploring the importance of personalized customer service and why it’s so essential for businesses to adopt this practice. Read on to learn more!
"According to an Adobe survey, 72% of consumers say poor personalization decreases their trust in brands"
What is personalized customer service?:
Personalized customer service is when you give each customer a unique experience based on their individual needs and preferences.
It’s about treating each and every customer as an individual and taking the time to understand what they need from your business.
Customer service can be thought of as a system, process, or experience that a company uses to encounter and satisfy its customers’ needs.
When you are able to deliver good customer service, your business will be more successful. [Read on How Personalization Is Key In Data-Driven Marketing]
"AdAge reports that 44% of customers will take their business elsewhere if they don’t get a personalized experience"
Why is personalized customer service important?:
Customers expect more from businesses than ever before. In order to meet their expectations and keep them coming back, you need to be delivering exceptional customer service. The best way to do this is through personalized customer service.
Personalized customer service is all about giving each customer a unique experience based on their individual needs and preferences.
When you have trained your team to deliver personalized customer service, you’ll find that you’ll have happier customers and will be able to retain them better.
Good customer service can really help a business grow and thrive.
A good experience or positive interaction with a customer can have a huge impact on how that person feels about your business and whether they decide to do business with you again in the future.
Personalizing your approach to customers is vital if you want to be successful in today’s competitive marketplace.
Personalized customer service also means delivering real value to customers by providing them with exactly what they need – not more, not less.
When you are able to deliver personalized customer service, you will find that you have satisfied customers who want to return again and again because they feel like they are receiving great value for money when they use your products or services.
“80% of customers are more likely to make a purchase from a brand that provides personalized experiences” - litmus’s personalization lessons report
Core ways to deliver personalized customer service:
Customers want to feel appreciated, and personalized service is the best way to show them you appreciate their business.
Here are 2 core ways you can go about doing that:
1. Elicit customer feedback:
One of the best ways to improve your personalized customer service is by getting feedback from your customers.
This will help you identify areas where you can improve and make sure you’re meeting your customers’ needs.
You can do this through surveys, online chat, by asking them to rate their experience in person, or by sending an email follow-up.
2. Be empathetic:
Another great way you can show customers you appreciate them is by being empathetic. This means being understanding, supportive, and sympathetic to your customers’ needs.
You should try to put yourself in your customers’ shoes and see the situation from their perspective. By being empathetic, you’re able to deliver personalized customer service on a deeper level.
"A McKinsey report states that e-commerce brands can achieve a 5% to 15% revenue increase with omnichannel personalization at scale"
Customers have higher expectations today than ever before and are always looking for businesses that provide great service.
If you want your business to be successful and your customers to keep coming back for more, make sure you’re providing personalized customer service which is very important to stay ahead.
Personalized service can also help in building trust, creating an emotional connection, and offering better customer experiences.
So, what is your business's personalized customer service? Think over it and start taking action as early as possible!
Here's related information that you may find helpful – 16 Powerful Marketing Strategies To Increase Customer Loyalty.
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