Building relationships with customers begins with personalization. When companies tailor each customer experience to the needs of the individual, they are able to foster the kind of loyalty that makes these customers recommend the brand to others. As Forrester points out, 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience. Here are five innovative ways to personalize the customer experience.
Many customers look for products on their mobile devices, and they often prefer to purchase in-store. According to Google, 50% of consumers who conduct a local search on a smartphone visit a store within a day, and 18% of those searches lead to a purchase within a day. By using geolocation tools, you can indicate your nearest store location and offer special deals that entice them to visit immediately.
To personalize the shopping experience and save customers time, give them the option of storing personal information for any future purchases. For example, customers could save credit card data, shipping information, and even favorite products to enable faster, smoother purchases.
Customers enjoy receiving marketing offers, as long as they are actually targeted to their needs. Infosys points out that 74% of customers feel frustrated when website content is not personalized. In addition, Marketo indicates that 79% of consumers claim they are only likely to engage with a brand offer if it has been personalized to reflect previous interactions with that company. To make relevant offers, note your customers’ browsing history, past purchases, and saved favorite items. And don’t forget your website’s home page either: Kibo states that personalized home page promotions influenced 85% of customers to purchase.
In addition to using geolocation tools, determine where your customers are actually from. Knowing the language they speak is essential to offering them great customer service, as this can affect the languages used on your website, IVR menus, and even what is spoken by your agents. In addition, offering pricing information in a customer’s local currency can help him better understand the purchase process. Common Sense Advisory found that 75% of customers want to buy products in their native language, while 92% prefer to make purchases on websites that feature their local currency.
Video content is highly effective for the customer experience, especially among customers who use social media. Forbes points out that 82% of Twitter users watch videos, while nearly 50% of internet users look for videos related to a service or product before visiting a store. You can personalize video content by sharing products of interest, tutorials based on search questions, and exclusive behind-the-scenes content that shares how your products are made. By engaging customers visually, you can help them better grasp the effort that goes into creating the products they love.Personalization tells your customers that you care about giving them the products and service they want. This kind of attitude ultimately wins their attention and turns them into your biggest fans. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.
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