TLDR Tech / Marketing
When and how to call customers by name
Using a customer's name can increase spending and satisfaction when it feels natural and personal. Customers spent 17.3% more on average and accepted upsell offers more than twice as often when employees used their name during the interaction instead of only during the sales pitch. Introduce employees by name first and train staff to use customer names sparingly because scripted or repetitive use reduces the effect. Avoid using customer names in private or sensitive situations because discomfort can reverse the benefit.
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