Today’s customers expect more from the brands they buy.
No one wants to feel like just another number on the table. We want to interact with companies that understand our concerns, value our values, and assess our needs.
While successfully creating a personalized customer experience requires significant planning and effort, it also opens the door to great results. For example, 80% of consumers are more likely to buy from a brand that offers a personalized experience.
Here are 5 personalization tips for a better customer experience.
Meet your customers:
The most important thing you need to do before you can customize your customer experience is getting to know your customers a little better. Personalized customer service is impossible if you know nothing about your target audience. With that in mind, take a closer look at the analytics tools and databases you want.
Chances are, you have not just one “type” of the customer in your community, but diverse groups driven by different goals, expectations, and points of difficulty. With that in mind, you need to offer more than one type of customer service.
It’s important to create an omnichannel contact center that will only allow you to connect with viewers on the channel of their choice, but also align those conversations for you. When you offer your customers multiple options, you ensure that you can connect with all kinds of customers with different needs.
Activate customer service team:
“Mobile is going to change e-commerce as much as e-commerce has changed brick and mortar retailers,” said Michael G. Rubin, an American businessman, philanthropist, social activist, and CEO of Fanatics Inc., an American online retailer of licensed sportswear, sports equipment, and merchandise.
Your agents and customer service representatives are key to providing a great experience for your target audience. Without the right guidance, tools, and support, these team members cannot deliver the personalized moments your customers are looking for. With that in mind, it’s important to make sure you empower your team to do their best.
Take help of AI technology:
Without the right technology, it is impossible to offer every customer a highly personalized experience at every stage of their journey. Fortunately, there are many tools in the CCaaS environment that can help today. We’ve already mentioned how AI assistants and chatbots can quickly leverage information for contact center agents and customers.
Elsewhere in the customer path, intelligent call center routing solutions can automatically find keywords in customer queries and use that information to direct calls or queries to agents with the best training or skills.
Keep collecting feedback:
When you get real customer feedback based on the reviews and ratings left on your website, you can get an idea of what certain groups like and don’t like about the quality of your service. Gathering feedback from your team, on the other hand, can give you insight into the tools they’re struggling to use effectively and the strategies that aren’t working well to improve the customer experience. Usually, improving the customer experience means considering not only your customer’s opinion but also the needs of the agent responsible for customer satisfaction.
GroupBy software is a search, merchandising and SEO solution enabled by machine learning that empowers your digital team to deliver a personalized site experience that demonstrably increases online revenue empowers your merchants and reduces the costs and complexities of IT. GroupBy Inc. is helping leading retailers, such as Urban Outfitters, CVS, and The Container Store, increase conversions, revenue, and profits.