Calling Customers by Name Boosts Spend by 17% and Doubles Upsell Acceptance
A field test at an Australian restaurant and three online experiments found that using a shopper's name lifted average spend from $28.67 to $33.64 (a 17.3% rise) and more than doubled upsell acceptance (22.6% → 48.4%). Satisfaction also rose 15.9% when names were used naturally, not scripted.