It is not about selling products anymore, it is all about experiences. I don’t know about you, but I do want to feel special and appreciated when somebody goes out of the way to make me feel that way. Don’t we all?
In Netflix’s Dark Tourist (season 1, episode 3), host David Ferrier was in Dallas, Texas, interviewing a tour guide that reconstructs every step of the JFK assassination, when he suddenly noticed a pattern. The tour guide incorporated David’s name every other sentence. I noticed it too, because my name happens to be David as well. David Ferrier couldn’t help himself and asked the tour guide about it, and the tour guide responded that he learned that technique from his father. He knew that by mentioning the name of the person who is having a conversation with him, he was keeping their attention, and maintaining them engaged. He also mentioned that people are in love with their names.
I have no doubt that there is something being triggered in our brains when we hear our names. It might not be self love, but it is most likely something special related to our egos and a special response triggered in our brains.
Listening to my name when calling customer service, or reading my name when receiving Spam or Marketing emails makes a difference in how I behave at any given situation.
So I have to admit that it was very nice to walk this morning into the room and listen to our Consumer Behavior professor greeting me for the first time and using my name. Thank you Dr. Jayati Sinha.
POST STATUS: It is not hard to make it personal. It is not about the products, it’s about the experience… “Just call my name and I’ll be there”