If you seek to personalize customer service, create experiences that exceed expectations, and deeply understand their needs and desires to offer a more competitive product or service, then consider this:
One of the most innovative and effective approaches to achieving this is the use of the Enneagram of Personality.
What is the Enneagram of Personality?
The Enneagram is a personality model that divides behaviors into nine different types, called "enneatypes." Each type has specific virtues, traits, flaws, and tendencies. Although no one is 100% of any single type, one type generally dominates and defines our behavior.
For example, some customers seek precision and speed in resolving their issues, while others value empathy and detailed communication. Understanding these types helps us to create more personalized, effective, and satisfying interactions.
The enneatypes are as follows:
The Reformer
They value precision and adherence to high standards. For them, it is crucial to maintain a clear and structured service. Providing detailed information about the process and guaranteeing quality is key to gaining their trust.
The Helper
Empathetic and fond of close relationships, they appreciate warm, personalized communication, gratitude for their loyalty, and a service that supports their sense of community.
The Achiever
Success-oriented, they appreciate efficiency and results. It is essential to provide quick solutions and highlight the tangible benefits of the service. Maintaining direct and professional communication assures them they are in expert hands.
The Individualist
Emotional with an aesthetic sense, they seek authenticity. These customers value unique experiences and personalization. Offering them special service and understanding their individual needs makes them feel valued.
The Investigator
Curious and driven by a desire for detailed information, these clients like to understand the "why" behind each decision. Providing them with documentation and access to information helps them feel secure and understood.
The Loyalist
They value security and reliability. These customers appreciate detailed follow-up and the assurance that they can rely on the service to resolve any issues.
The Enthusiast
They seek variety and positive experiences. Keeping communication light, focusing on benefits, and offering creative solutions keeps them engaged and satisfied. Providing dynamic and adaptable service is essential for this enneatype.
The Challenger
They exhibit a strong and determined personality, valuing transparency and respect. For them, it is important to be direct and not waste their time. Demonstrating professionalism and competence earns their respect and trust.
The Peacemaker
They prefer a calm and harmonious environment. With this type, it is best to maintain relaxed, respectful communication. Being approachable and showing a conciliatory attitude facilitates their satisfaction.
From the Customer Experience department, analyzing and considering the personality types of our customers enables us to provide a personalized service, aligned with their expectations and focused on exceptional treatment.
This means personalizing each interaction so that the customer feels valued and understood, anticipating their specific needs and desires to increase satisfaction, and minimizing misunderstandings or conflicts by adapting the tone, structure, and approach of each communication.
In this way, we strengthen long-lasting bonds with our customers.