A critical element of the customer experience and their expectations is a personalized experience. No matter how your agent will engage with the cold lead, they should strive to provide a personalized experience in anyway possible. Studies have shown that the more personable you are with a customer or client, the more likely that individual is to make a purchase or carry through with the sales process. This falls in-line with our tip to utilize context. Greet the customer by name, note the last time you spoke, and reference and address the individual’s specific needs or questions as noted in your CRM solution. Beyond simply reaching out with context and a personalized email, however, your team should also strive to provide personalised offers. For example, if your last note with that lead states that they had a concern with pricing, send a promotional offer with a lower price for a limited time. If the lead was looking at a specific product, promote that individual solution as opposed to an entire platform they might not need. Focus on what the lead needs, and not necessarily making the biggest sale.