What is a Perfumer? This Business Can Teach How to Customize Your Service

how to customize your service

Want to create a product that’s truly customizable to every customer? You could probably learn something about how to customize your service from New York based perfumer Sue Phillips.

The Power of Personalization

how to customize your service

In today’s fast-paced consumer world, personalization has risen as a pivotal strategy to distinguish brands from their competitors.

By tailoring experiences, products, or services to the individual needs and preferences of customers, you not only create unique value but also build a deeper, more emotional connection with your audience.

The transformative power of personalization can be understood better by delving into its key benefits:

  • Enhanced Customer Experience: Personalization ensures that customers are served with content, products, or services that resonate with their preferences, leading to a more satisfying and memorable experience.
  • Increased Customer Loyalty: When customers feel understood and valued, they are more likely to return to the brand and exhibit loyalty, which translates into repeated purchases and brand advocacy.
  • Higher Conversion Rates: Tailored recommendations and personalized content lead to more effective engagement, driving higher conversion rates and increased sales.
  • Competitive Differentiation: In a market flooded with similar products or services, offering a personalized touch can set a brand apart, carving out a unique space in the consumer’s mind.
  • Valuable Insights and Data As businesses personalize, they collect and analyze data on consumer behavior and preferences. This data becomes invaluable for future strategies, product development, and market analysis.


An Example of How to Customize Your Service

Phillips has a “Scentarium” where customers can go to create their own custom fragrance. But it’s not just about letting customers run around and forcing them to figure things out on their own.

At $500 for a one-on-one session, Phillips has an entire process dedicated to helping people come up with their own ideal scent combination.

It starts with a personality quiz designed to determine the fragrance family you might be drawn to. Then visitors are able to actually go through and smell some of the available fragrances.

how to customize your service

Finally, they can narrow it down to a few favorites and have it bottled. Visitors also receive a card with the exact formula so they can easily order refills of that same scent when needed.

Customers willing to pay for this type of experience must be handled with care. It’s important to offer a product that’s truly unique to them, along with the service to match.

Small businesses seeking to offer similar premium, customizable products or services should take note. Make sure you come up with a process offering enough different combinations. Customers need to come away with something that’s really unique or even one-of-a-kind.

Tips on How to Customize Your Service

1. Offer Personalized Consultations

Engage with customers directly to understand their unique needs and preferences. This can be done through one-on-one sessions, surveys, or interactive digital tools. By getting firsthand information, you can tailor your services more effectively.

One-on-one sessionsPhysical Meeting, Zoom, SkypeDeepens customer relationship
SurveysGoogle Forms, SurveyMonkeyGathers a broad scope of feedback
Interactive digital toolsChatbots, AR Try-onsEngages customer interactively

2. Implement Modular Service Options

how to customize your service

Allow customers to pick and choose various aspects of your service, creating a modular approach. This way, they can build a service package that caters specifically to their requirements.

3. Use Technology for Customization

how to customize your service

Invest in technologies like AI and data analytics to glean insights about customer preferences and behaviors. Such tools can help automate customization, ensuring each client receives a service tailored to their individual needs.

4. Continuously Train Your Team

how to customize your service

Ensure that your team is always up-to-date on the latest customization techniques and tools. Regular training sessions can help them offer more nuanced and personalized services to clients.

5. Encourage Feedback and Iteration

After delivering a customized service, solicit feedback from customers. Use this feedback to refine and adjust your offerings. This iterative approach ensures that your service continually evolves based on real customer insights.

Image: Scenterprises

Annie Pilon Annie Pilon is a Senior Staff Writer for Small Business Trends and has been a member of the team for 12 years. Annie covers feature stories, community news and in-depth, expert-based guides. She has a bachelor’s degree from Columbia College Chicago in Journalism and Marketing Communications.