In this video, I'm going to talk about how we at ListerPros infuse personality in our customer messaging to create a consistent customer experience. We believe that since the main form of communication is digital, whether that's an email or text message, we want to make sure that the experience is consistent and positive. We always aim to be appreciative, thankful and kind, as well as excited. To achieve this, we like to use a lot of exclamation marks and start emails with the customer's first name followed by an exclamation mark, for example, Hey, John! And then end the message with something like Thanks, John! We get excited for our customers, and we want them to have a great experience when they interact with us.
We believe that infusing personality into our communication helps us stand out from other media companies that respond robotically. We always aim to use positive words like awesome, excellent, got it, and absolutely, and avoid using the word "no" as much as possible. If we have to decline a request from a customer, we give them options and put a positive spin on things when possible. For example, "Unfortunately, that time slot isn't available, but we do have 10am or 11am available, which works better for you?"
We believe that this type of communication applies not only to emails but also to text messages and social media engagement. We always try to create a positive experience for our customers, even if we can't do what they wanted us to do. We believe that this contributes to a better customer experience and helps us build long-term relationships with our customers.
In conclusion, we believe that infusing personality into our customer messaging is crucial for creating a consistent and positive customer experience. We hope that you can also implement this strategy in your business and make your customers feel appreciated, valued and excited about working with you. If you have any questions, feel free to reach out to us. We'll see you guys on the next one.
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