There are many benefits to keeping your customer service techniques consistently at their maximum. Sometimes this means getting personal with customers in order to provide them with the level of service they desire or beyond. Making things personal can be a challenge and it is not always the easiest way to do business.
Sometimes customers want an experience when they deal with an organization. Other times, not so much. Sometimes personal experiences seem like they are the most valuable thing you can give customers, when in actuality customers differ with their preference for how personal a company is willing to get with them. It is often difficult for an organization to adjust when their customer base changes their preferences due to technology or competitor developments. It is important to remember that what the customers want is simply what they want. This may mean giving them what they want or going after a new customer base but no matter, it is important to remember that there will be tough decisions to face when dealing with personal customer experience fluctuation.
Designing your organizations customer experience to fit the customer is exactly what managers should do. They have to allow for adjustments to be made in the future. It is important to help the customers realize their needs and wants, and that the company is willing to change their personal experience if necessary. Understanding the management role as leaders means anticipating how customers needs evolve over time.