Why is it important to keep the customer experience socially engaging?

Principle #8 We are social beings. How do you feel when you order your coffee at Starbucks, and they call you by name, and why are companies doing that everywhere? Making customer interaction socially engaging means making it personal and exclusive. Every customer has to be warmly welcomed and called by their names whenever possible. For example, after getting their card to process a transaction, a cashier can thank them and say their name. ⦿ How can you add a personal touch to your customers' experience?

Check out this video with Matt Watkinson explaining and exemplifying social engagement. It takes less than 3 min. https://www.youtube.com/watch?v=886ByjF5P20

All in all, make every customer feel important!

Photo by peoplecreations on Freepik Reference: The Ten Principles Behind Great Customer Experiences by Matt Watkinson. Edinburgh Gate, Harlow. 2013.