3 Valuable Ways to Provide Better Customer Experience through Personalization
The saturation in the market means there’s fierce competition between businesses. If you want to stand out from your competitors, you need to think fast on your feet. While marketing can only do so much, other factors heavily influence how your brand is perceived and enjoyed by customers.
One of them is customer experience. In an increasingly connected world, the ease to access and spread information means that customers become more discerning when choosing the brand that will suit their needs. They give so much importance to their experience with the brand, from the ease with which to select the right products to the actual buying process and all the other touchpoints it entails.
At the heart of customer experience, there is personalization. Customers want to be recognized as humans, hence the need for a personalized experience, even if it’s only something as simple as using their names on an email newsletter.
What Are the Benefits of a Personalized Customer Experience?Meeting Customer Expectation
One of the major advantages of a personalized experience is meeting the expectations of your customers. As you very well know, each customer has unique needs, desires, and preferences. By tapping into this knowledge and delivering what they want, you’re providing them with an experience they won’t forget. It increases your brand’s standing in their eyes, compelling them to buy from you again. With this, you’re fostering customer loyalty, an essential consideration in every buying journey. After all, it is more expensive to acquire new customers than to retain existing ones.
Lesser Chances of Losing LeadsMidway through the buying journey, some customers might abandon their cart and buy from someone else. It’s pretty frustrating to lose leads that are already halfway through the customer touchpoints, all because they weren’t nurtured enough. If you have a personalized customer experience strategy put in place, you’ll be able to avoid this pitfall. You will know when to churn out content for customers who need a little convincing. You can target potential customers that abandoned your cart and entice them to complete their purchase through remarketing. The possibilities are endless.
Tips to Help You Provide a Personalized Customer ExperienceSo how can you ensure that customers get a personalized experience? Here are three simple ways to do just that.
Make Their Customer Journey WorthwhileEvery customer interaction with your business is important. If they buy online, their buying cycle might start with a Google search and a website visit. Their experience on your site is a first impression that you want to nail. They must be able to navigate through your product selection and content seamlessly. When they add a product to their cart, the process should be smooth and straightforward. Lessening the number of times they need to click to get to their goal is a good start.
If they sign up for your newsletter, you must address them with their first names when you send them an email. This gives your EDMs a much-needed personal touch. When they have questions or complaints, you should handle them well by providing them with answers and solutions.
For those with physical products, one way tosprovide a personalized experience is through packaging. Of course, it must be a given that your product is of high quality. However, putting them on a generic box just won’t impress most customers these days. Spicing it up by creating personalized custom packaging will give a better customer experience, which can lead to customer satisfaction. Imagine their pleasure when they finally get their purchase and find that it’s in a pretty box. They will be able to take a video of the unboxing and even upload it on social media, which means free marketing for you.
Learn How to Harness Data and AnalyticsLet’s face it. It’s impossible to provide a truly personalized experience without relevant data. To understand your customers better, you should tap into their interactions and behaviors on your site and other channels, including social media platforms. Of course, gathering data is not enough. There should be a thorough analysis of where they are on the customer cycle, so you will know what kind of experience to offer them.
This ties up to the first point, which is providing a worthwhile customer journey. When you know how to get the correct, high-quality data and understand how to use it to your advantage, you will have a winning strategy at hand when it comes to formulating a highly personalized customer experience.
Customers do not intend to buy every time they visit your website. Sometimes, they might be researching and comparing brands for a particular product they desire. This is an excellent opportunity for you to introduce your products and convince them to buy something by offering content and product recommendations that are relevant to them.