I recently had an experience that completely changed the way I think about customer experience (CX). It reminded me just how powerful small, thoughtful gestures can be in making people feel truly valued, sometimes it's as simple as someone spelling your name correctly.
How do you make your customers feel it? It’s not just about having a great product or service—it’s about the way you make people feel. A seamless, personalized experience builds trust, strengthens relationships, and turns one-time buyers into loyal customers.
In this article, I’ll share that story along with simple, actionable ways to elevate your own client experience.
From personal touches to smart automation, these strategies can help you build lasting connections with your customers. Keep reading to find out how to turn every interaction into a VIP experience!
Recently I experienced hands down the best facial of my life. From the moment I walked in the door, it was a personalized experience. A beautiful tea blend had been curated just for me, my name (spelled right!) was on a board welcoming me to the space, and my facial was customized for my skin and preferences. WOW. Having been in customer service over half my life, it takes a bit for my jaw to hit the floor- and let’s just say, she will have my business as long as she is in business!
If you haven’t experienced this incredible woman’s facials, perhaps you can think about your favorite coffee shop. Maybe the barista remembers your name, your order, or even asks how your dog is doing. That small personal touch makes you feel seen, valued, and way more likely to keep coming back, right?
Now imagine bringing that same feeling into YOUR business.
We want your customers to feel like they belong, and when people feel at home with your business, they are more likely to stick around (and send you their friends!)
So, how do you make your clients feel like VIPs (without hiring a red carpet film crew- although we could arrange that if you’d like)?
Here are some simple ways to add a personal touch that keeps customers coming back for more.
1. Get to Know Them Like a Good Friend
Nobody likes feeling like just another name on a list. Take time to:
✔️ Learn their name and use it (people love hearing their own name, bonus points if you spell it correctly. I’ve actually chosen not to work with clients and providers who misspell my name!)
✔️ Take note of the little details—like their favorite service, past purchases, or even a fun fact they shared. Keep notes, nobody expects you to remember it all.
✔️ Follow up after they buy or schedule with you—check in, ask how they liked it, and show you care.
The goal? Make every interaction feel more like a conversation and less like a transaction.
2. Tailor Your Offers & Services
Ever received an email about “sign up for my next XYZ” but you literally already signed up…yeah, not the best feeling. Instead of blasting the same message to everyone, try:
💌 Sending personalized recommendations based on what your customers actually like, tag them in your system, or allow for them to choose preferences about what they receive.
🎁 Offering exclusive deals or discounts tailored to their interests.
When customers feel like something was made just for them, they’re way more likely to say yes!
3. Communication Should Feel Warm & Genuine
There’s a huge difference between a robotic “Your appointment has been scheduled” and a friendly “Hey [Name], can’t wait to see you on Friday!” As much as we love to automate, sometimes having a live person with a personal touch makes a huge difference! We support an office with many elderly patients, and sometimes my reminder call is the only human interaction they’ve had that day (and I know because they tell me and thank me profusely!)
No one wants to feel like they’re talking to a machine. Here’s how to keep your messaging personal:
💬 Use a friendly, conversational tone with a bit of personality in your emails, texts, and social posts.
😃 Engage with your audience—respond to comments, ask questions, and make it a two-way conversation.
💡 Consider hiring a live person if your demographic would benefit from a human experience.
People want to connect with people, not just businesses.
4. Show Your Appreciation (Often!)
Gratitude goes a long way in making customers feel valued. Try:
✨ Sending a thank-you email or handwritten note after a big purchase.
🎉 Shouting out loyal customers on social media.
🥳 Offering a birthday discount or surprise bonus just because.
The little things make people feel special—and when they feel special, they’ll keep coming back.
5. Be Consistently YOU
Personalization isn’t about fancy tricks—it’s about building real relationships. Stay consistent in how you show up for your customers, whether that’s through friendly check-ins, thoughtful recommendations, or simply making them feel heard.
Because at the end of the day, business is about people. And when you make people feel welcome, valued, and right at home? That’s when the magic happens.
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