Elevate your CX with our five verified strategies to create a personalized customer experience, and boost your conversion rates, churn out better content, and ensure lifetime customers.
Personalization is of prime importance to excel your CX game. Today, every leading firm follows the strategy of setting up a personalized CX to benefit from its long-term impact. Personalizing the customer journey from beginning till the end has become crucial now than ever before. Customer success is ensured by setting expectations along the journey and following up with personalized outreach after customers download lead magnets.
“Personalization is the automatic tailoring of sites and messages to the individuals viewing them, so that we can feel that somewhere there’s a piece of software that loves us for who we are.”
Delivering personalized CX aids in customers’ onboarding and retention hence increases the ROI (return on investment) for your business. A report in Elipson says that 80% of customers tend to make a purchase when they are served with a personalized experience. The higher the customer satisfaction and retention rates, the more aligned sales and customer success teams are from the outset.
Below are the few verified strategies to incorporate personalization in your customer service and evidence better results.
5 Key Strategies to Personalize Customer Engagement
Collect Quality Data From Your Customers
Every professional firm agrees to the importance of quality data, and customers are a driving force for this purpose. Businesses, when equipped with a high quality database, can have a deeper and better understanding of each customer resulting in personalized CX. According to research, 81% of customers are willing to share their basic personal information with the brand. However, this does not come for free. Customers expect a top-notch personalized experience in return. Asking your customers to fill out a basic information form will help in creating personalized offers, content, engagement, and whatnot.
Relevance is the Key
A brand using the first and last name of its prospective customers is not personalization. Rather, It’s about the relevancy of the content. Customers only wish to see the content of their interest. In the opposite situation, they don’t take much time in losing interest and later on deciding to switch over to a personalized service provider. Relevancy in targeting your offerings leads to an increase in sales and conversion rates. In short, staying relevant to your customers is the initial step in creating a personalized CX. Thus, organizations must deliver relevantly tailored and customized customer experiences to outnumber the competition.
Pay Attention to Customer Feedback
Customer feedback is a word-to-word script of what and how a business can personalize the customer experience. Listening and learning from your customers is a great way to improve your product or service. Using customer feedback properly means that the customer service can be optimized to be as tailored and personalized as possible. A business is likely to gain an edge over the competition by analyzing feedback more systematically and understanding how the customers see your business. All that a business needs are setting up an effective system for authentic and relevant feedback collection and a reactive actionable approach.
Leverage Artificial Intelligence
Automation of customer experience is redefining the way customers used to interact with a business. AI enables a marketer to craft an advanced and real-time personalized customer experience. It helps in synchronizing experience through every channel, which ensures that a better and personalized customer service is delivered. Furthermore, the latest data (recent customer interaction) gathered through AI aids in real-time decision making (RTD), which leads to optimized customer engagement. Companies can unlock the potential of seamless, personalized, and consistent customer buying experiences with this data based on prior interactions and real-time market dynamics. Thus, an AI-driven personalization churns out a positive CX.
Personalized & Tailored Communication
Marketers who personalize their communications with their customers are a lot more successful in driving sales. For this reason, quality data plays a critical role. Gathering the customer’s basic personal information such as first name, date of birth, their area of interest on your platform, etc., comes in handy to customize communication. Whether it’s email triggers, brand offerings, customer care, and support, a business must remember that personalized communication is way more than using a name. A customized and customer-centric communication should express the customer’s individual identity through every aspect.
Personalization is the future of the corporate world. Customer experience impacts almost every area of a business. Hence, businesses tend to put extra effort in churning out an exceptional CX using personalization. Personalization works as an effective approach in improvising the way a business interacts with its customers. Whether it’s a brand’s vision, content, communication and interaction, customer service and support, or audience targeting and marketing – personalization remains the key!