Want to give better service? Get personal

06/20/2013 | B2C Marketing Insider

Companies that shape customer service experiences for individuals will inspire loyalty in clients, says speaker and consultant Shep Hyken. "The goal is to create the personal touch," he writes. "This is engagement at a higher level. In its simplest form it may be just using the customer's name." At its highest levels, it may mean sending a gift or other acknowledgement specific to that customer, such as is done in hotels, he writes.

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