GGR Podcast - How to Strengthen Engagement Through Personalization

Heather Wendt
Heather Wendt HLAdmin Posts: 252 Gain Grow Retain Staff
25 Likes 10 Comments 5 Insightfuls Photogenic

This week, @Mary Poppen joins @Jeff Breunsbach on the GGR podcast to talk about how personalization impacts customer relationships.

While high touch CS lends itself well to creating these personalized experiences, you can still build them into your plan when high touch isn't possible.

Hear the many examples of ways to personalize the customer's journey that bring immediate value and a feeling of "they get me" to the recipient.

The process has to be build on data and on a thorough understanding of priorities your customer has, but a focus on WIIFM rather than on your own tools and business goals can make all the difference.

Listen to the podcast here

  • What ways are you ensuring your customer journey includes personalization that makes the information meaningful and impactful?


  • Brian O'Keeffe
    Brian O'Keeffe Member Posts: 166 Expert
    100 Comments 25 Insightfuls 25 Likes Photogenic
    edited January 18
    I love this topic and evangelize personalizing as much as possible. It does not have to be insincere or fake. It's an approach on how to communicate that shows our customers they are valued and respected.

    A key is to make sure all follow-ups are handled with the same approach (tricky when they may go through other channels and that channel is not aligned with you) and that you overdeliver on response times, follow-up actions or other items that follow. Then they know you mean business! 

    I look forward to listening!
  • Brian O'Keeffe
    Brian O'Keeffe Member Posts: 166 Expert
    100 Comments 25 Insightfuls 25 Likes Photogenic
    I loved this one. Tying it all together with an intelligence tool and then personalizing the journey was my favorite takeaway.

    Thank you @Mary Poppen and @Jeff Breunsbach

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