Personalization is not just about giving your customers what they want, but also about understanding their needs and preferences.
Personalization is the process of making your website, marketing, and other customer interactions relevant to each individual customer. It can be used to increase customer engagement, sales, and retention.
With personalized experiences at every stage of their journey from initial contact with you to purchase or use of a product or service, your customers will feel like they're getting exactly what they want from you every time they interact with you.
According to reports, “80% of consumers are more likely to make a purchase when brands offer personalized experiences”.
Here are some of the tactics you can follow to deliver personalized customer experiences:-
1. Know your customers
You have to know your customers. They are the ones who buy from you, or not. You can’t deliver great experiences for them if you don't know what they need, prefer, and expect. The more knowledge you have about your customers and their behavior patterns, the more effective your personalized experiences will be.
2. Enable real-time customer engagement
To create a personalized customer experience, you need to engage with customers in real-time.
That’s where chatbots come in. Chatbots can help automate some of your customer service needs, allow you to respond quickly and efficiently when someone is inquiring about your products and services, and give a sense of immediacy by providing answers immediately after they're asked without overwhelming one person with repetitive inquiries.
You can also embed feedback form on the site so if there is any issue, you can provide timely assistance to the visitors.
3. Treat every customer as a unique individual
In order to deliver a personalized customer experience, it’s important that your team understands the unique needs of each individual customer. To do this effectively, you need to take into consideration:
Customer’s journey - Every person has their own journey through life which affects their needs and buying habits. The goal is to understand how your product or service fits into a customer's overall journey and how it might be used differently by different people at different stages in that journey.
For example, On their website, companies can highlight products or services that have offers or encourage users to share recommendations based on their previous purchases. This might encourage customers to go through the e-commerce sales funnel, which depicts the journey from a potential customer to a loyal customer.
4. Create a cross-channel marketing strategy
To deliver personalized customer experiences, you need to create a cross-channel marketing strategy. Using different channels at the same time will allow you to reach your customers, engage them and deliver messages in the most effective way. You can also measure your results across channels. If one channel is not working for you, it's easy to change and test something else.
5. Collect and analyze data from different sources
Data from different sources can help you make better decisions.
You need to collect, analyze and use data from different sources in order to improve your personalized experience. You can use this data to create a better customer experience that is aligned with your business objectives and values.
For example - You can conduct online surveys from customers.
Personalization is a key factor in delivering a good customer experience. If you don’t know your customers, how can you deliver the right product or service? If they don’t feel like they’re being treated as individuals, they won’t want to buy from you again. And if they don’t get what they want when and where they want it, then maybe there are other companies out there that can give them what they need!
If you are looking to measure and optimize personalized customer experiences, then Dropthought can certainly help!
Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.
With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!
Learn more by simply clicking here.