Personalization – The Fifth P In Marketing


The fifth P stand for Personalization. Personalization is a popular word these days. Companies who can personalize their experiences win over customers. And today we have amazing technology that plays a part in personalization.

The Future Today! Personalization 2.0

Beyond Philosophy

Data is collected about our personal behavior everywhere. In a word: Personalization. The Era of Personalized Marketing is Here. I am making jokes, but to be honest, I am a fan of personalization. Personalization 2.0 We live in the data age.

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An Amazing Experience: Personalize your CX Today!

Beyond Philosophy

What is unique and refreshing about A Step Ahead’s approach is how individual and personal it is. The post An Amazing Experience: Personalize your CX Today! Many of you will have seen this video of a little girl whose parents surprised her with a new doll?

Get Personal, It’s Business!

Beyond Philosophy

There is an old saying that goes, “It’s not personal; it’s just business.” I think business is personal, especially when you are trying to build a relationship with your customers. Neither of these things happens while discussing business, but instead by making an effort to connect on a personal level. The apology is complete nonsense, of course; a person isn’t responsible for the rain. Obviously, the point of your conversation is to get to know the other person.

Technology For Personalized Service In Non-Personal Customer Interactions

Win the Customer

Why do customers still hold on to the need to for a human-to-human interaction, even when the information available with technology is much more abundant and accurate than relying solely upon a human being? Customer Experience Customer Service Management Technology

So, what is the future of work?


Personalization will be the key to all successful customer interactions. The explosion of channels, processing data and images will only help better serve customers beyond traditional channels and it will also assist with personalization.

Lessons in authentic leadership from It’s not First Time Resolution – it’s Personal Resolution!


For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. What John Roberts chose (and regularly does so) to do is fantastic – he personally wrote and signed a letter, with a genuine and heartfelt apology.

Guest Post: The Importance of Personal Growth for Customer Service Professionals


CX Professionals People customer experience professionals Customer Service Profession Deanna Ayres; Marketing Zen; Kova Corp Personal Growth This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. I am delighted to follow […].

Personal; Reliable; Trusting – Customer Experience Lessons from Independent Businesses


These people are doing a fantastic job of offering a great, friendly, reliable, trustworthy and very personal experience. This independent business knows exactly how to serve up a personal, fabulous quality experience to start or finish a long train journey perfectly!


Victor Midgley

Compelling Conversation Training Personal Development Skills Call Center Professionals Call Center Leaders Call Center Agents Speaking to People Connection Interacting with People People PersonI often get asked by people who learn how long I have worked in the Call Center space, what is it about Call Centers that could possibly keep me engaged in that tough world of never ending stress? For me, the answer is easy.

Bots and AI: How Personal Will Personal Assistants Be?


Will AI-powered personal assistants know users well enough to make relevant, personalized recommendations? How Personal Will Personal Assistants Be? The post Bots and AI: How Personal Will Personal Assistants Be?

Top Ten Contact Center and Servicing Goals for 2017


Deliver a personalized customer experience (39.2 Delivering a personalized customer experience showed up on the list of contact center and servicing goals for the first time in 2017. Companies are finding their customers expect a personalized service experience in their channel of choice. Personalization is greatly enabled by analytics, the tenth-ranked goal on the list. Companies are using analytics to determine personalized approaches for engaging their customers.

3 Behavioural Mindsets for Accurate Content Personalization

Peter Lavers

Content personalization isn’t there just to make marketers feel good! I would suggest that content personalization is a commercial imperative in today’s world of short attention spans and rising expectations for a great user experience.

To Master the CX, You Must Harness the Power of Personalization


Since the beginning of time, one thing has remained the same when it comes to consumerism: we naturally gravitate towards personalized products and services.

Four Reasons Why Remembering Your Customers Is Important


It makes the experience personal. Customer Care Customer Experience connection with your customers First Watch personal experienceA few weeks ago I had breakfast at one of my favorite places, First Watch. On that particular day I wasn’t that hungry so I ordered just one pancake.

6 Simple Ways to Personalize Customer Relationships


If relationships are personal by nature, what does that mean for your customer relations? According to Monetate, 79% of organizations that have exceeded revenue goals possess a documented personalization strategy. Use a tone that matches the customer’s personality. Knowing how to speak to customers is key to personalizing business relationships. Asking your customers about their preferences both personalizes the experience and builds their confidence in your brand.

Five Ways to Create Customer Loyalty


Personalization and Customization: The concept of the personalized experience is a hot topic these days. With all of the data we are able to gather on individual customers, there is no reason we can’t give a customer a personalized and tailored experience.

4 Tips for Ensuring Your Customers Are Treated Better


When Kim finally came back from her trip she stopped by the Water Company to personally thank Brenda and drop off a small gift of appreciation. Several lessons here: Make it personal – My sister, Kim, was positively overwhelmed by the service she received from her local utility company.

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10 Personality Traits of a Great Receptionist

Abby Connect Virtual Receptionists

Being a great receptionist is all about the personal qualities that each individual brings to the table. Personality traits have often been termed as the "Big 5", which include Openness to Experience, Extroversion-Introversion, Conscientiousness, Neuroticism, and Agreeableness. While being agreeable is definitely the most important personality trait, there are many more traits that we have found make a great receptionist.

CX Beat: Reducing Customer Effort to Improve Brand Loyalty

The Center for Client Retention

If your customers are more likely to email you, prioritize ease of reaching you through your website and personalization of emails. Customer Experience CX Beat Personalizing Service brand loyalty customer effort customer experience customer research customer service market research millennia

5 Top Customer Service Articles For the Week of April 24, 2017


How To Power A Better, More Personalized Customer Experience by Manuel Vellon. This project, announced in the CES keynote, provides not only better navigation, but also personalized service, tailored recommendations and many other guest benefits.

5 Top Customer Service Articles For the Week of November 20, 2017


One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. My Comment: Personalization is a hot topic.

Guest Blog: Persona-lizing the Customer Experience


This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service.

5 Top Customer Service Articles For the Week of May 15, 2017


Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. This article highlights how they are keeping up with the very popular trend of customer personalization.

5 Top Customer Service Articles For the Week of July 25, 2016


An Amazing Experience: Personalize your CX Today! My Comment: One way to improve the customer experience is to personalize it. This is a heartwarming story of a personalized gift. Each week I read a number of customer service articles from various online resources.

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Surprising Ways to Motivate Your Agents

Contact Center Pipeline

What motivates one person may demotivate another. I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest.

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Amazing Business Radio: Nicky Billou


How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep then introduces why getting your customers and coworkers to trust you is an important part of building your personal brand and for being known as an expert.

Guest Blog: How to Take Your Leadership from Good to Great


Our personalities in great part determine how we influence the people around us. Customer Service good to great leadership personalitiesWhen we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization.

5 Top Customer Service Articles for the Week of October 23, 2017


Why personalization is key for retail customer experiences by Jim Dicso. My Comment: Personalization is a major trend. That said, this article from shows a number of ways to think about your organization’s personalization strategy.

5 Top Customer Service Articles For the Week of February 20, 2017


Pay attention to their six pillars of customer experience, especially the one on personalization. This article by Bob Phibbs begins with a good one: Customer service is the ability to make one person feel, for just a few minutes, like they are the most important person in the world.

5 Top Customer Service Articles For the Week of April 3, 2017


SmartGuests) How do we know if the front desk person we just hired is the right fit for the job? The focus is on personalization, which is a hot topic in customer service. Each week I read a number of customer service articles from various online resources.

5 Top Customer Service Articles For the Week of October 24, 2016


Increasing Sales With Personalized Marketing by Tyler Walton. Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing.

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Chase Clemons Discusses How to Create Customer Happiness


But those should just be building blocks for creating a personal experience with the customer. How can you create a personalized experience for your customers? Amazing Business Radio Show Customer Care create customer happiness personal experience solve customer's needs

5 Top Customer Service Articles For the Week of February 27, 2017


Customers do want quick automated service, until they need to talk to a person. Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty.

Seven Ways to Properly Give a Gift to Your Customers


Personalize the gift. One of his favorite gifts is to give a big butcher knife with a personalized engraving on the blade. By the way, this gift is personal, doesn’t have a logo and is displayed on the bookshelf in my office for everyone to see. The After-Experience.

Guest Blog: Optimizing for Lifetime Value Over Transactional Customers


The most effective way to do this is to make every experience these customers have with your brand as personal and engaging as possible. Collecting Customer Data to Personalize Your Marketing Campaigns.

5 Top Customer Service Articles For the Week of December 5, 2016


Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers.