They Know My Name

In the realm of customer experiences, there is one that stands out for me at my favorite Starbucks. Despite not being the fastest in service (there is actually another Starbucks closer to me with quicker service) I remain loyal to this particular location. ?Even though its drive-thru often involves at least a 10-minute wait, and the consistency of my usual drink varies, I still choose it over the faster service option. ?Sometimes my drink is too bitter, other times it lacks the right amount of cinnamon or mocha drizzle.

So, why do I keep going back? ?It’s simple: they know my name.? Well, you might guess that is because I am easy to spot.? I usually dress well and wear a nice hat thanks to my wife who works in upscale retail and insists I look good.? But I frequent many places regularly, and yet, this Starbucks is the only one where the staff remembers my name.

This small gesture of recognizing and acknowledging me makes all the difference. In a world where metrics like Net Promoter Scores (NPS) dominate, it's crucial to find ways to personalize the customer experience. Delivering a personal touch every chance you get can turn a casual customer into a loyal one … just because you know their name.