Long time customer service blogger, Joe Rawlinson has a post on his Return Customer blog called, The Most Important Word To Your Customers. (I’m not going to tell you what it is, you’ll have to read it for yourself.)
Okay, now that you’re back, let me verify what Joe says. In my organization, we’ve noticed that email campaigns, where the person’s name is listed in the subject line, have a higher open rate than those who don’t.
But long before there was technology, it was just basic good manners to use peoples’ names to enhance relationships with them. (This includes addressing the customer as she wants to be addressed, which may or may not be by her first name.)
Regardless of how you interact with customers, face to face, live chat, telephone, email, proper use of that person’s name increasing your opportunity to enhance that relationship.
As Dale Carnegie said,
“Remember That A Person’s Name Is To That Person, The Sweetest And Most Important Sound In Any Language.”
On Twitter, my name is txglennross. Follow me there if you’re interested in customer service, CRM, CEM, wine, puns, gardening, and more…