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.

5 Ways Personalization Drives Sales Success


For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation. However, the human touch should not be underestimated: From customer service agents showing empathy to salespeople making recommendations in-store, personalization starts with an authentic human connection.

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.

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?

Study: The Health of the Contact Center

Tweet this As customers expect a personalized experience that. Getting to the root of call volume Do customers want a more personal. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.

Personalized Service vs. Privacy: When Customers Want Both

Ian Jacobs

This is a guest post by Sarah Dawson, a Research Associate on the Application Development & Delivery (AD&D) team. Your customers are walking, talking contradictions.

Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience


This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience.

3 Ways to Deliver a Personalized Customer Service Experience

Win the Customer

Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered.

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

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?


Leaders talk about developing an ‘ecosystem’, but too many of them are spending almost all their time investing in their own personal ‘egosystem’!”. However, if IO take you back to Jim Collins model, to be a Level 5 leader would mean that you have personal humility and professional will.

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.

How Experiences, Personalization, and Mobile are Changing the Way we Shop

Branch Mesenger

Personalization is another key asset that retailers have seized upon -- knowing when and where to reach out, and having a feeling that they understand your needs in order to fulfill orders. Today, it’s all about making personal connections to consumers.

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!

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.

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.

Operating on Your Personal Assumptions Can Be Dangerous


In both of these examples, the personal assumption that each of these people had was not in sync with mine. Operating based on personal assumptions – or my personal likes and dislikes – can be dangerous.


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.

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.

2018 Customer Experience Trends

The Center for Client Retention

One key facet of the test evaluates how easy it is for guests to log into their various personal accounts, allowing them to get the content they want rather than find themselves stuck with whatever the hotel offers. Personalized Service Wherever We Go.

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.

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.

CRM 50

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.

How to Build a Single Customer View


Consumers want to know that a business truly cares about them and can deliver a personalized experience. As competition increases across every industry, customers are choosing brands more often based on their experience with a company.

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?

SmartGift: Gift Giving Gets Personal

The Center for Client Retention

How many times do we ask ourselves, “I want to get a special gift for that special person – what should I buy?” The receiver can send a personalized thank you note and share on social media. I’m confident that customized and personalized gift giving will be a major retail trend for 2018. In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and founder of SmartGift.

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.

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.

5 Top Customer Service Articles For the Week of December 18, 2017


How Personalized Data Is Quickly Improving Customer Experiences by Lucas Miller. My Comment: This very short article is about personalization. Back to the article… the author mentions two iconic companies that have mastered personalization: Starbucks and Maybelline.

Amazing Business Radio: Shannon Bell


Stats show that customers buy more when the sale is personalized. Create specific promotions based on the personal preferences of your customers, this not only can create an upsell, but customer loyalty. Why is personalization so important to customers? Know Your Customers.

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 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.

B2C 31

Restoring trust across banking channels


The truth is, consumers never really know when their personal financial details have fallen into the wrong hands. When they do, it’s usually too late.

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.

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.

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.

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.

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.