How to Create An Agile Personalized Customer Experience
In the digital age we live in, Customer Experience (CX) has become the key differentiator between a successful business and otherwise. Helping businesses in the process of providing a personalized customer experience is big data.
Making your customers feel special and providing them a personal touch throughout their buying journey helps them remain loyal to your brand.
But in today’s automation age, it’s very easy to lose the “human touch” when a business scales. Keeping that in mind, we provide some tips in this blog post on how to create a personalized customer experience.
What is Personalized Customer Service?
It’s all about the “Who” and the ‘What”. The scientific way forward on the road to a personalized customer experience is to use customer data to tailor your interactions with clients. In addition to the mandatory inputs like name, location, etc., you need to analyze the purchase history to recommend new products or services.
Personalized customer service does not always mean selling at every stage; though that is invariably the long-term marketing goal. To move a prospect up the sales funnel, customers can be offered custom content or explicitly designed features.
This could include a custom landing page or efforts to provide a VIP experience. Today, technology plays a big role in creating a more personalized customer experience. Data plus tech like artificial intelligence that fuels chatbots are able to provide a more humanlike and exclusive interaction with customers.
What are the Advantages Of Personalization?
Personalization offers advantages to both – the business and the customer. It can create a more frictionless experience for customers, in turn, reinforcing brand loyalty since customers cherish a one-on-one relationship with the business.
Returning customers means not only customer retention but also a higher conversion rate as well as an increase in the average order value.
Use behavioral modeling to acquire new customers
How Retailers and Consumer Brands can Strategize to Achieve Personalization?
There are four key areas that retailers need to focus on to create a personalized customer experience:
- Identity resolution: Brands need to know who their customers are and also their wants and desires
- 360-degree profile: Accuracy of customer data is vital, and so also the making of a common profile
- “Me content”: To make customers feel special, marketing needs to serve up personalized content and experiences
- Measure Success: Finally, they need to measure the success of their personalized customer experiences and constantly improve them
Focusing on these four areas, brands can be sure of serving the best personal experience for their customers.
What is Personalization with Examples?
To wow your clients, here’s what you may do:
- With the help of customer data, create targeted marketing campaigns: Create segmented audience lists and then send out different messages to each segment. You may even drill down and tailor your message to the specific needs and interests of an individual client.
- Follow up with offers of personalized product/service recommendations: What can help you here is data of past purchases. You may even track browsing patterns on your website and make related product recommendations. This could be done through emails, or by forms/popups on your website, or even in person when they come into your store.
- Provide a customized website experience: Personalize the home page to show products relevant to the individual user. Also, provide a seamless checkout process between devices and channels.
- Go to that extra step and allow customers to customize their products: from choosing the color to adjusting the delivery time. This is a great way to make your customers feel special and appreciated.
- Don’t forget to send a personalized thank-you note: This is a great way to show your clients that you really care about them and their experience with your store.
6 Ways of Personalizing the Experience
- Use customer data to personalize the experience: The most scientific way is to utilize customer data to tailor the experience to each individual. By using data such as purchase history, demographics, and even social media activity, a business can get a fair idea of what each customer needs. This information can then be used to create a more customized and personal experience for each person.
- Ask for customer feedback: Make it easy for customers to provide feedback. Use surveys and comment cards, or even ask customers about their experience. When customers give feedback, it goes a long way to improve the customer experience.
- Use customer service as an opportunity to personalize the experience: A business can provide more personalized service by getting to know each customer and understanding their needs.
- Use technology to the maximum: Technology like data analytics and artificial intelligence should be used to the hilt. Many software programs can now create customized content, emails, and even phone experiences. Technology thus can be used to create an experience that is tailored specifically to each individual.
- Self-service is for hyper-personalization: Self-service customers want hyper-personalized experiences. Using a self-service portal, your company can convey information with “How-to” guides, FAQs, and so on. Also, do not forget to provide tips and other best practices to help your customers.
- Listen to feedback: Last but not least, listen. It is crucial for all businesses to receive feedback from their customers. They can gain valuable insight into what is working well about your products or services and what needs improvement.
When businesses analyze feedback, they can identify customer pain points and needs so that they can focus on improving them.
What is Consumer-data Privacy And What is Personalization At Scale?
We are increasingly moving towards an era of increased online privacy. So how does a business ensure that it does not break the law while collecting customer data? Of course, you need to start by collecting customer data through surveys, customer interviews, and other research methods. Use that data to create customer profiles.
Consumers’ privacy is commonly protected by the following methods:
- Providing login information and passwords for online accounts
- Data encryption
- Using a secondary method to verify online transactions, such as text messaging
Personalizing the customer experience can be a powerful way to improve customer satisfaction. It allows companies to connect with consumers on an emotional level—something branding alone cannot do effectively—and differentiates companies across industries. At the same time, it creates unique experiences for consumers around every interaction point along every stage of interaction – before, during and after purchase – helping businesses become trusted brands at various points over time.
Use behavioral modeling to acquire new customers
Where is Your Business on the Personalized Experience Journey?
Now that you are aware of what customer personalization means, you need to examine where your business stands on this journey.
Is your business at the very start of the journey? Or has it already initiated the first few steps, such as customer segmentation?
If you have identified the different segments of your customer base, their needs, and developed targeted personas for each segment, you then need to analyze their behaviors and preferences.
And don’t forget – even if you have implemented the entire gamut of things, you need to continuously improve the customer experience. That can be done by having an effective and robust monitoring program.
In conclusion: We live in a digital age where Customer Experience has become the defining characteristic of a successful business. Big data helps businesses personalize their customer experiences. Your customers will remain loyal to your brand if you make them feel special and provide a personal touch throughout their buying journey.
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