Win the Customer Experience Game with Personalization
“DEAR VALUED CUSTOMER” is the laziest greeting in business.
I recently received an email with this salutation from a company where I spent a significant amount of money about two years ago. They wanted to see if I needed more of their services. They even referenced a survey that I had “recently” filled out—but actually had done more than a year ago.
To start, the timing was odd. The work and the survey were so far in the past, I wondered if my name had ended up on the wrong list.
And more than a little tone deaf, “Dear Valued Customer” doesn’t make anyone feel valued. You may as well say, “Hey you!” and be the poster child for customer experience fails.
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