Providing an exceptional personalized customer service experience almost always ensures that consumers will want to purchase from a business again.
The goal is to create a personal touch and build customer trust and loyalty. This article covers the actions a business can take to deliver a personalized customer experience by addressing the needs and preferences of its customers.
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What does Personalized Customer Experience mean?
Personalized customer experience is a marketing method used by companies to address consumer problems on an individual basis. It is about creating a customized experience to the individual consumer’s demands while ensuring a seamless and trouble-free customer journey.
When a personalized customer experience is provided, clients will feel more connected to the business and more satisfied. This is a higher level of engagement in its simplest form. Although it may be as simple as mentioning the customer’s name, certain companies have recognized the benefit of personalized customer service and have taken it to new heights.
Personalized experience can benefit a brand in a variety of ways, including:
- Outstanding Customer Retention
- Increased Customer Satisfaction
- Improved Lead Generation
- Increased Conversion Rate
5 Ways to deliver a better-personalized experience
A brand can provide a personalized customer experience in a variety of ways, including
#1 Leverage AI and VR
Currently, about 61% of customers expect their brands to provide AR experiences. Take the customer engagement game to the next level by incorporating AI and VR to give an exceptional customer experience.
Live chatbots provide individualized customer care and respond to consumer concerns in seconds.
Using AI and VR in marketing strategy helps to create a memorable customer experience in the long run. With augmented reality (AR) concepts, a business can replicate its in-store experience and bridge the gap between consumers’ expectations and their reluctance to visit the shop.
#2 Gather and use customer information
A business already collects more client data than it thinks, so make the most of it. Discover clients’ browsing and purchasing patterns so that one can adjust their messaging to their individual interests.
It works because it removes the uncertainty from consumer interactions. One can utilize this data based on the client’s preferences to create intelligent product recommendations or send targeted communications.
#3 Customer Journey Mapping
To customize customer journey mapping, one must understand the client touchpoints at each level. Touchpoints, such as on-site evaluations, consumer feedback, social media comments, surveys, and so on, can be found everywhere.
Brands should identify touchpoints and create a personalized experience at each level. Addressing the client’s demands at the individual level and mapping each stage in the customer journey helps make an impression that a customer carries for a lifetime.
#4 Reward loyal customers:
Rewarding consumers for their loyalty is another excellent technique to wow them. If a user adores the brand and buys their items regularly, they’d be delighted to find that their affection is reciprocated.
One can make these decisions by tracking purchasing habits and using customer histories. Set a limit and select that any customer who spends X amount of rupees per year will receive a 20% discount or a free product on their next purchase.
When a business combines this with a personalized “thank you” letter, it has a happy, devoted customer who feels valued.
#5 Humanize the brand
Finally, here’s the last idea to help one strengthen existing client relationships and personalize his customer experience.
Make every effort to personalize the brand. Allow customer support representatives to be more direct and personable instead of being cold. That means no formal responses or expressions – the communication with the customers should be as human as possible. Here are some suggestions.
- Use names/ profile pictures: If the business website/app allows, ensure that all customer care agents’ names and profile photographs are visible. Customers will feel as if they are conversing with a person rather than a bot.
- Have an informal tone: Most brands may benefit from making their messaging more down-to-earth and conversational. The experience of talking to customer service should be pleasant and easygoing, not restricted by formal jargon. A business shouldn’t want its customers pondering their word choices for 10 minutes before contacting its website’s live chat.
- Use emojis: Encourage business executives to use emojis in their emails and messages unless the problem is urgent and the consumer is visibly annoyed. They contribute significantly to the general tone of the conversation and help keep things light and amicable.
Personalized Experience Examples
Amazon, Zappos, and Starbucks are three businesses that excel at customizing their customer service experience strategies.
Amazon:
Amazon is a perfect example of a corporation that provides individualized customer service.
They use information gathered about their consumers to create a more personalized experience. One example is using purchase history data to promote products and send targeted emails with special offers based on client preferences.
They also create customized solutions to match the needs of their clients, such as their Amazon Prime service, which offers free shipping and special bargains to subscribers.
Zappos:
Another business that specializes in giving personalized customer service is Zappos. They take the time to get to know their consumers and develop personal ties with them.
What are their methods? They attempt to learn about their consumers’ interests and preferences. They also personalize communications for each customer based on the data they collect.
Zappos also offers a VIP experience to its loyal customers, allowing them early access to new items or services and exceptional discounts.
Starbucks:
Starbucks also gets it right when it comes to specialized customer service. They leverage technology by deploying chatbots to answer common customer questions and AI to deliver personalized food and beverage suggestions.
Starbucks is another big company that caters to its greatest consumers with the Starbucks Rewards program, in which customers may earn stars in exchange for freebies and other delightful perks.
Conclusion
A personalized experience is critical to the success of any business. It helps companies to stand out in a crowded market. Corporations may establish a loyal client base that will return for more if they take the time to get to know their customers and offer personalized solutions to match their demands.
Adding a human touch and augmented reality will undoubtedly boost the likelihood of a personalized consumer experience. Furthermore, a brand can use it across all customer touchpoints to provide a unified customer experience.