How Can You Personalize Your Customer’s Experience?

Posted on | January 19, 2009 |

by Holly Buchanan

It’s the buzzword on everyone’s 2009 prediction list - personalization.

Companies are trying to create customer products and experiences that can be personalized. I’m convinced that in today’s society, cell phones are the new cars. It used to be your car alerted the world to who you really are. It conveyed your status, style, personality. Today, that symbol is your cell phone. The brand, model, style, and most important - ringtone - lets everyone know who you are.

Cell phone makers get it. Who else understands the importance of personalization? Apparently hotels.

I recently stayed at the Gaylord Opryland Hotel in Nashville. As so often happens with women, it’s the small details that really make the difference. At the Gaylord Opryland, you get to choose from a menu of famous country singers to deliver your wake-up call.

I loved this. I was debating between Charlie Daniels and Wynonna, but ultimately went with Wynonna thinking her silky smooth voice might be a more welcome way to emerge out of my slumber. (Though I probably could have used a second call from Charlie Daniels telling me “Get your ass out of bed already!”)

Think about your own products or customer experience. Walk through the buying process or customer experience step by step. At each step, is there something you could do to personalize the experience?

Remember, especially with women, even little things, like personalized wake-up calls, can make a big difference. Not only does she get a personalized experience, it gives her something to talk about to her friends and family. Small, personalized details are important triggers for word of mouth.

Personalize her experience and give her something she can talk about.