If you want to build loyalty that lasts, don’t overlook one of the simplest and most powerful tools you already have—your customer’s name. That’s why Retention Strategy Number 3: Use Their Name is at the heart of any great retention plan.
Why Names Matter
Here’s the thing: people light up when they hear their own name. It’s personal. It’s validating. It says, “I see you. You matter.” Whether you’re greeting a customer at a restaurant, talking with a client on the phone, or shouting out someone in a crowd, using someone’s name builds a connection that goes far deeper than just the transaction.
If you ignore names, you miss out on that personal spark. Customers feel like just another number, and numbers don’t stick around. But when you use their name, they feel valued—and valued customers stay.
Shoutouts in Trivia Games
As a national trivia host, I see this play out every single game. When I give a shoutout to a team—“Let’s hear it for The Brainstormers holding strong in second place!”—the room explodes with energy. People cheer, laugh, and get more invested. It’s not just trivia anymore; it’s their trivia game.
Even something as small as calling out a player by name—“Nice work, Jessica, you nailed that last question!”—creates a moment that sticks. That one personal touch can turn a first-time player into a lifelong fan.
The same principle works in business. Customers want to feel noticed. They want to feel like more than just a sale. Use their name, and suddenly the relationship feels personal instead of transactional.
The Slowjamastan Example
In Slowjamastan, the satirical country I co-founded, we take this concept to the extreme. When new citizens register, we make sure their name gets recognition. Sometimes it’s a shoutout on social media, sometimes it’s in a trivia game, and sometimes it’s in a personal video message.
Do you know what happens when someone hears, “Welcome to Slowjamastan, Citizen Maria!”? They don’t just feel like a number—they feel like part of something bigger. That name recognition creates pride, belonging, and loyalty. And guess what? They tell their friends about it, which grows our community even faster.
Business leaders can learn from this. Customers are citizens of your brand. Recognize their names, and they’ll stay loyal longer—and bring others with them.
Names Create Retention
Here’s why Retention Strategy Number 3: Use Their Name works so well:
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Personal connection: People feel noticed.
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Emotional impact: Names trigger positive emotions and memories.
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Loyalty boost: Customers stick with brands that treat them as people, not numbers.
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Word-of-mouth: A simple shoutout or name recognition creates stories customers share with others.
It’s such a small detail, but it has massive power.
My Radio Program Director Days
Back in my radio days, this was the same formula. If listeners heard their name on air—whether it was during a contest or a birthday shoutout—they would call their friends, record the segment, and stay glued to the station. Why? Because they were no longer just a listener. They were part of the show.
That’s exactly how customers feel when businesses use their names. They go from being “just another buyer” to being part of your story.
Takeaway: Use Their Name
Retention isn’t complicated. It’s human. People want to be seen, heard, and valued. And nothing does that faster than using their name. That’s why Retention Strategy Number 3: Use Their Name is so powerful.
In trivia, name shoutouts build energy and loyalty. In Slowjamastan, citizen recognition creates pride and community. In your business, it creates customers who feel connected and stick around for life.
Ready to Keep Customers for Life?
I help companies keep customers for life by teaching practical retention strategies that work. From trivia shoutouts to employee engagement to personalized recognition, I show you how to create loyalty that lasts.
👉 Let’s talk about your next event.
