{"id":30897,"date":"2013-06-12T00:00:00","date_gmt":"2013-06-12T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/personalize-customer-service-to-create-amazing-customer-experiences\/"},"modified":"2023-08-09T04:30:38","modified_gmt":"2023-08-09T04:30:38","slug":"personalize-customer-service-to-create-amazing-customer-experiences","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/personalize-customer-service-to-create-amazing-customer-experiences\/","title":{"rendered":"Personalize Customer Service to Create Amazing Customer Experiences"},"content":{"rendered":"

\"create-customer-loyalty\"<\/a><\/h2>\r\n

Personalize the Customer Experience<\/h2>\r\nThere’s one thing that you can do that almost guarantees your customers will want to come back and do business with you.\u00a0 It\u2019s more than just delivering amazing customer service.\u00a0 It\u2019s delivering amazing personalized<\/i> customer service.\r\n\r\nThe goal is to create a personal touch.\u00a0 This is engagement at a higher level.\u00a0 In its simplest form, it may be just using the customer\u2019s name. However, some companies have seen such value in personalizing customer service that they\u2019ve taken this concept to higher levels.\r\n\r\nWhat prompted me to write about this topic was an article I read in the May 28, 2013, issue of USA Today<\/i>, which was about how some hotels are personalizing their guests\u2019 wake-up calls.\u00a0 Most hotels have a wake-up call system that, once set, will automatically phone the guest\u2019s room at the appointed time.\u00a0 When the guest answers, they typically hear a recorded message.\u00a0 I\u2019ve always appreciated the extra effort a hotel goes to when, instead of a recorded message, a live person calls you and starts your day off with something pleasant like, \u201cGood Morning Mr. Hyken.\u00a0 Thanks for staying at our hotel, and we wish you a great day.\u201d\r\n

Some hotels are taking this to a higher level.<\/h3>\r\nFor example, I\u2019ve answered the phone for an early wake-up call and the employee not only wishes me a great day but also offers to send a complimentary cup of coffee to get my day started.\r\n\r\nWhile traveling for business to New York City, I stayed at the Kimpton Muse Hotel, which has taken the personal touch to an even higher level.\u00a0 Upon check-in, the front desk team built some rapport with me.\u00a0 I say \u201cteam\u201d because there were three people behind the front desk, and since I was the only guest checking in, they all three interacted with me.\u00a0 They engaged me with simple questions about any dinner reservations I might want to make, my favorite foods and more.\u00a0 They also noticed that while the meeting I was attending was only three days long, I was staying for five days.\u00a0 I told them my wife was joining me.\r\n\r\nWas I ever surprised on Friday night, after my wife arrived, that the hotel sent up a bottle of wine, some fruit and chocolate?\u00a0 How nice was that!\u00a0 The staff paid attention and picked up on a piece of knowledge that allowed them to personalize my experience<\/a>.\u00a0 But that is not all they did.\u00a0 There was something else on the tray, and it absolutely blew my mind.\u00a0 There was a small picture frame, and the picture was of my wife and me!\r\n\r\nI was\u2026 Amazed!\u00a0 They had obviously gone on a website or my Facebook page and somehow found a picture of us, printed it out and put it in a frame.\r\n\r\nThe Kimpton Muse delivered personalized service.\u00a0 The staff engaged in conversation, paid attention to what was said, and then took action.\u00a0 Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience.\r\n