10 simple ways to deliver personalised customer service

Creating a personalised customer experience is one of the best ways to foster customer loyalty. In an age where consumers have more choices than ever before, it’s important to find ways to stand out from the crowd. And what better way to do that than by making your customers feel special? Here are 10 effective ways to do just that.

What does ‘personalised’ customer service mean?

Personalised customer service is all about making the customer feel valued by giving them individualised attention. It’s about creating a relationship with the customer, rather than just treating them like a ‘transaction’. By showing your customers that you understand their needs and preferences, you can build lasting relationships that will pay dividends long into the future. Here’s how to do it!

#1 – Get to know your customers by name

One of the simplest ways to deliver personalised customer service is to get to know your customers by name. When your customers feel that you are engaging with them on a personal level, they are far more likely to keep doing business with you.

In this regard, CRM software can be invaluable. This acronym stands for ‘customer relationship management’ and helps you easily track past customer interactions, queries, complaints, compliments, purchases, preferences, etc.

#2 – Take the time to understand customers’ needs

If you truly understand what your customers are looking for, you can tailor your products and services accordingly. By offering your customers a USP or ‘unique sales proposition’, they’ll buy from you rather than a competitor. But you can only do this by tailoring your service and/or products specifically to your customers’ needs, and making sure that you offer them the best value and service around. And you can only do that if you know your customers (and your competitors) thoroughly.

#3 – Keep customers informed about special offers and promotions

Customers appreciate being in the loop when it comes to deals and discounts, so make sure you tell them what’s going on with your business.

• Use their purchase history to make sure you only send them relevant content and promotions.
• Send out regular and personalised emails, newsletters, and other helpful information.
• Keep them informed about promotions, discounts, and special offers.
• Showcase the winners in any competitions you’ve run – happy, smiling customers will draw more customers!

#4 – Offer omnichannel service

Not all your customers will engage with you through the same channel. Some may prefer live chat, others may like social media or an instant messaging app better. Some may prefer to contact you by email or phone. Your brand has to cover and cater to all these multiple touchpoints.

Related content: What are customer touchpoints, and why do they matter?

Your customer’s experience will be enhanced by giving them more contact options, and making their interaction with you smooth, hassle-free and pleasant as possible. Realtime interaction via live chat, screen sharing, video chat and co-browsing will be greatly appreciated by many of today’s tech-savvy online customers.

#5 – Adopt a conversational approach

Talking to customers effectively is an art that successful brands excel at! Remember customers want to be treated like human beings. Your support team must deal with customers with respect, politeness, and empathy. A friendly and welcoming conversational approach will contribute greatly to the personalised human touch that should underpin your customer service at all times.

#6 – Offer proactive customer support

By proactive customer support we mean taking steps to resolve customers problems before they actually happen! You can best do this by anticipating or spotting potential problems well in advance. Always draw on past experience to anticipate customers’ needs and avoid past mistakes.

Related content: Running an online store? Avoid these 8 common customer service mistakes

#7 – Create content designed for different customer segments

Ensure that there’s something for everyone on your website. Customers need to feel that the page they’re interacting with has been designed with them in mind. They need to be shown personalised and relevant content by leveraging geographical and demographic customer data. This will ensure your CTAs, FAQs and how-to’s are relevant and effective.

#8 – Get customer feedback – and implement it

Today’s sophisticated customers are fully aware of their power, and they expect brands to pay attention to what they say. Customer feedback is crucial in helping brands improve their products, services, and strategies to ensure the brand remains in sync with their customers. Implementing customer suggestions will also ensure customers feel valued and appreciated. Always acknowledge customers’ feedback with a personalised response, and tell them what you plan to do about it.

#9 – Reward loyal customers and VIPs

Reward your loyal customers and let them know you appreciate them. Offer them referral bonuses for introducing new customers. Design VIP content on your website that makes loyal customers eligible for exclusive offers and gives them early access to new products, special promotions, and sales. Also ensure that you give them access to special events and other online communities.

#10 – Empower your reps to go the extra mile

Make sure that your customer support agents are empowered to take initiative when it’s needed to hold on to a customer. They should be able to make special offers, give discounts, and offer replacements or refunds without tedious delays by having to refer the matter to a supervisor or manager.

Your customers are human beings. By engaging with them on a personalised level, you reinforce their loyalty to you and your brand. Not sure where to start? Give us a shout and we’ll be happy to help.