Results of a recent Zogby463 poll of bank customers showed that “69 percent of respondents said that their customer loyalty is positively affected by tellers recognizing them by name when they walked into a bank.” The poll appears to have been commissioned by a video intelligence company that is trying to sell their technology to help staff identify customers’ names.
While I won’t talk about the technology itself, let’s talk about the finding itself. Over 2/3rd of customers say that their relationship with a bank is positively impacted by their merely being recognized and called by name. WOW! That’s a huge percentage for such a small and easy aspect of the customer experience.
Remember the television show Cheers? The theme song said “You want to go where everyone knows…your name.”
There’s a great truth in that, and that truth has a financial impact.
Many employees are taught to say “Yes, Sir” or “Thank You, Ma’am.” Staff are taught to introduce themselves by providing their name. But how many staff are taught to ask the customer’s name and to use the customer’s name? How many work to remember the customer’s name on their next visit to the store?
Your name matters. By asking your name, using your name, and remembering your name, the employee is conveying that YOU MATTER.
Make sure your company and staff are intentional about learning, using, and remembering your customer’s name. Don’t just assume it’s happening.
Listen to our latest episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
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