Giving callers that personal value

The party line is dead.

It’s over.

Replaced by the sophistication of electronics. (that is, unless you live in one of the 81 cabins in Big Santa Anita Canyon high above LA)

Ahhhh, the steamroller of progress. A very good thing this time.

The completely non-private service made eavesdropping opportunities abound. If another caller was on the line when you needed to call sometime…too bad…you were waiting.

But when it comes to business, have you realized that the party line is dead? No longer do multiple people share a phone call to your company.

It’s a direct, one-to-one relationship. Have you customized your On-Hold message to reflect that reality?

Talk to that one caller in his or her language.

“Well how?” you say. “How can I have a customized On-hold message? Lots of people call me!”

Right, but have you considered who those “lots of people” really are?

Mike Wittenstein, Chief Experience Officer at Storyminers, says the most important factor to delivering a great customer experience is to know your customer. Personally. That allows you to understand how your product, service, or company fits into their lives. What it is that makes them value your product.

Rather then build the Caller Experience with your ENTIRE customer list in view, pick one, and design it for them. Choose a customer you know personally, and build your message around how your product or service improved their life. Tell a story, with your customer as the star.

Sure, other callers will hear that. And when it doesn’t fit their exact situation, they’ll think “Wow, if this company is “all that” for that customer, they can probably solve my problem as well!”

Applying this to other areas of your Caller Experience is even more straightforward. Here’s a great example from DSW Shoes. (Running on the Voxify integrated speech solution)

You see, if you want to reach an individual caller, you have to talk to them like an individual, not a group.

Does your message need some focus? Our Secret Caller service might be just the thing for you.

One Response to “Giving callers that personal value”

  1. […] This post was mentioned on Twitter by Chester Hull. Chester Hull said: New blog post: Giving callers that personal value […]

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