Salesforce’s 2025 Financial Services Institution survey found that 62% of customers say they would switch providers if they felt treated like a number rather than a person.
Personalization and humanization are collaborative objectives and implementation. While companies can improve CRMs and have IT craft searchable, modifiable fields and use AI to make the system function as a CXM (Client Experience Manager) and reduce friction in digital activities, the real impact is felt when advisors, support staff, and marketing deliver a personalized, humanized experience every time.
Examples:
1. Instead of “How can I help you?” or “What can I do for you?” ask, “What are 3 THINGS you want to make sure we discuss in today’s conversation?”
2. Ask sensitive questions empathetically by placing the predicate at the end of the question, such as:
- What are your current financial concerns, if you don’t mind me asking?
- What is your total savings and investments to date, if you don’t mind me asking?
- What have I not explained properly, if you don’t mind me asking?
3. Avoid sounding condescending:
- Do Not Say – Does that make sense? Or Are you with me?
- Instead Ask – Is this helpful?
4. Always ask at the end of every conversation, regardless of how brief:
- “What else can I do or answer for you today?”
5. After each meeting, walk them out to the front door of the building even if you have to ride the elevator to the lobby with them.
People go where they are invited, BUT they only stay where they feel appreciated.
Reach out to me if you are planning a meeting or need coaching, and realize the need to inspire, educate, develop, and empower all your client-facing professionals to deliver a personalized, humanized experience at every touchpoint.