Power of personal contact And everyone wants to feel important and appreciated. Each of us as a customer (and not only) trusts that other people, i.e. suppliers of products and services, understand our needs and desires. This also applies to your customers. If you do a lot to make your customers feel seen, heard and cared for, it will affect their experience and your company’s financial results.
If you can, get to know the customer information before the conversation
Accept this as a standard when acquiring and servicing customers. If you do not verify and do not delve into the information about your customers, it will be line database difficult for you to understand the customer. The competition will do it faster and better. It will build a good relationship with such a person faster.
As a result, power of personal contact you will not acquire a new customer or your customer will be taken over by the competition.
Sales and customer service history is about interpersonal relationships
It is worth taking the time to at least ask the customer for their name, job title, and what area they are responsible for. Especially in marketing services (and not only), it is difficult to advise someone unless you know what industry the potential customer works in. Therefore, do not sell your products or services, and always honestly advise the customer on the best solutions.
The statistics on personalized customer service may surprise you:
- A completely satisfied customer generates 2.6 times more revenue than a somewhat satisfied customer and 14 times more revenue than a somewhat the level of their chaperons dissatisfied customer (Info Quest Technologies)
- 80% of customers say that experiences with a company are as important as its products/services (Salesforce)
-
76% of business customers expect companies to know their unique needs (Salesforce)
- 63% of consumers expect companies to know their unique needs (Salesforce)
- 70% of customers say that good relationships with bulk lead customer service representatives are fundamental to maintaining cooperation (Salesforce)
- 90% of people are more likely to trust a company that has a corporate privacy policy
- 88% of people trust companies that promise not to share their personal data without permission (Salesforce)
- 92% of customers appreciate companies that give them control over what information is collected about them (Salesforce)
- 23% of companies use social media as a tool for collecting and analyzing data (Gartner)
- 56% of customers are comfortable sharing their data in exchange for better service (Salesforce)
- In 21% of cases, customer service representatives ask for the customer’s name and surname (Glance)
- Knowing the name of a person in the office increases the chance of getting a call back by over 30 percent. (Jan Załęcki)
Personalization helps build deeper relationships when done right.