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January 19, 2006


steve mertz

My second trip to Starbucks they called me by name and remembered my drink!


When someone unexpected uses your name, it instantly personalizes any encounter. When the encounter is personalized, the customer often will remember (proof in your story). The more personalized the experience, the more the customer feels comfortable...this can go on. My point is, if you optimize the customer's experience - you will create loyal and soon to be advocate customers.

More business. It is wise to use a customers name, because in the long run, you have happier, more frequent and pleasent customers to deal with each day. The more of those the more money you make. This is a simple concept that is not widely practiced. Unfortunate...

Great post.

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