In part one of my three-part blog, the Personalization Act , I discussed how the strategy should be to focus on enhancing the customer experience by making the frequent customer feel known, welcome, and appreciated through personalization.
For example, being greeted with “Good afternoon Mr. Vahdat (personal greeting), thank you for being our customer for over nine years (personal announcement), are you calling about your credit amount (call prediction)?”of course all in your preferred language (language control), it sets up a call for success.
In this Steering Act, the strategy should be to shorten the duration of the interaction, thereby leading to an increased potential for repeat business.