The other day, i was talking to a travel agent. I asked that critical, make or break 5Rs question – “How are you different from any other travel agency?”…He welcomed the question and fired his response, “We offer personalized service mam he said”.. And that settled the deal!…I booked the trip with him…
Looking back, i dint know what was the personalized service he talked about…I got a thank you and a feedback mail from the agency, of course they addressed me with my name (atleast so much for the stupid form filling)..then neither they bothered nor did i.
Saying someone’s name is not do all and end all of personalized service..though thats what it has turned out to be..So according to lot of companies, if they say “Welcome (Some of the eCommerce smarties say ‘welcome back’) Mrs X” in any mailers/emails they think customers would just jump out of their chairs, would get delighted, forgive all the billing and technical errors in the past and would just never leave them..
Let me give you another example…think of the cafe/restaurant that you often visit. Where in the owners/stewards might even recognize you (or even smile at you). How many of the times you had to tell them “make it more spicy” or “Add less sugar”..And how many times did they ask you to try something different that you may like?
May be very rare?..or the lucky few would have seen this happening..At MeDine we are trying to do this at scale, so a familiar steward not only smiles at you,but the food gets prepared in the way you would want it wherever you go…You are diabetic? Allergic to nuts? Don’t eat mushrooms?..All preferences get taken care and the food gets prepared for just you!
That’s why we say, personalization should reach your heart, if not at least it should reach your taste-buds..!