When it comes to customer service, personalization is the name of the game.
Remember hand-written notes? No, not the ones that come type-written and with a stamped or pre-printed signature, I mean like, get a note card and get out a pen and write a note to your customer. Remember those days? I sure do. We used to print hundreds of notecards and I'd typically go through a couple of them because I'd spell something wrong or the line break would come out funny or I'd run out of room at the bottom and I'd have to start over.
I remember getting responses (typically emails, ironically) or in-person comments about how nice it was to receive my note because a) no one does that anymore and b) clearly it meant I took the time to get a notecard, write the note, address the envelope, find a stamp, and drop it in the mailbox.
While the whole process really doesn't take that long, in today's past-paced, email-saturated, depersonalized environment, a little extra effort goes a long way.
But personalization takes too much time!
Ok so you're thinking, "That's nice and all, but lady, I really just don't have the time to write all of my clients a note. And besides, some of them, I don't even have mailing addresses for!"
I get it. I'm busy too. But there are ways you can personalize your services, stand out from the crowd, and not expend much more time than you do now. Sure, like any new strategy or tool, it's going to take a little bit of an investment of time to work out the logistics and standardize the process, but once you do, you won't have to reinvent the wheel each time.
Personalized emails...without having to write each one? How does that work?!
It's called email automation. And while it hasn't quite gotten to the point where technology figures it all out for you, it's come a long way. Now remember I did forewarn you that it'll take a little upfront work but wouldn't you rather do the work once and reap the benefits over and over and over, instead of having to do it...over and over and over for each client? Of course you would!
Basically, email automation, or sometimes called "drip emails" are based on a pre-written set of messages to customers or prospects over time, based on where your customer is in his/her journey (see our previous blog on customer journeys by clicking here).
Think of it this way...ideally you want prospects to want and need your product or service RIGHT NOW! Well, sorry to rain on your parade but that seldom happens. And when it does, that doesn't mean they'll seek YOU out amongst all of their other options (aka, your competition). So you'll need to devise a set of messages that meets them where they are, RIGHT NOW! Meaning...if they're just looking for information and starting to research, give them some tips...without trying to sell them anything! Then, when they download your tip, thank them and offer up another tip or something else of value that is essentially along the lines of, "I noticed you liked that, so you might also like this." Again, not pushing your own agenda on them and personalizing it based on their user behavior. By creating categories of users based on their common behaviors, you can create these personalized responses that work for many as opposed to just one. And over time, they'll build up a positive perception of you/your brand and when they ARE ready to purchase or refer, you'll be top of mind and won't have to work so hard earning their trust, because you'll already have it. How 'bout them apples?!
Are you ready for me to blow your mind? OK get ready — personalized videos!
"POW!" I know, right?! But it's true...there are now tools on the market that enable you to send personalized videos that won't break the bank. In fact, there are even ways to do it for FREE, are professional, and easy to use.
You can create a large number of unique videos instantly by weaving in individual viewer data, like their name or company. Now this level of personalization does come with a $$$$ price tag. But, there are other ways to personalize and still be efficient, particularly if you have a sales or business development team that is looking for a way to break through the email clutter, generate more pipeline, keep deals moving, and turn leads into customers, and that you can do for $$$ or even FREE, free, free free (that tax company commercial is annoying, but effective).
The stats that support video usage is threw the roof in terms of conversion rates. Use personal video to convey authenticity, trust, and boost response rates by 2-5x. And just like we said above, earning their trust can be hard, but if you have a face (and voice) that is lovable, put it to the test with personalized, emailable videos!
If you need some help, give us a call at 410-366-9479 or email me: firstname.lastname@example.org and we can discuss how to bring your business to life through personalization.
Incite Creative is a marketing strategy and creative implementation firm that works in an outsourced capacity. In short, we become your company's chief marketing officer (CMO) and do so virtually and efficiently — saving you time and money. Since 1999 we’ve had the pleasure of building and boosting brands for a core set of industries. Our thoughtful process, experienced team, and vested interest in our client's success has positioned us as one of the Mid-Atlantic's most sought-after marketing partners for those looking to grow their brand awareness and their bottom line. Stop paying for digital and/or traditional services you may not really need. Our retainer, no mark-up model means our recommendations don't come with any catch or commission. The recommendations we make align with what you need and what fits within your budget. For more information, contact Dina Wasmer at 410-366-9479 or email@example.com.
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