Personalizing Customer Experience (CX) can be an effective way to both increase customer loyalty and revenue for any business, and creates a lasting competitive edge.
Personalization encompasses everything from remembering someone’s name to creating something specifically tailored to the customer. Here are a few reasons why it is so essential:.
1. Increased Loyalty
At one time, brands were certain that manufacturing quality products at fair prices was enough to build loyalty among their target customer base. Today’s commoditized marketplace has changed this equation significantly by making customer experience and personalized engagement the primary drivers of brand devotion.
Customers appreciate brands who tailor their offers in ways that are relevant and respectful of them; they want the brand to feel like part of their exclusive community, rather than an intrusive stalker.
Personalization success requires having a 360-view of each customer, including demographic data, transactional behavior, engagement stats and purchasing history. A centralized system for collecting and analyzing this information across platforms is key; Lenskart uses their online and mobile apps combined with physical store sales to deliver personalized experiences for every one of their customers.
2. Increased Sales
Studies show that customer acquisition costs 5-25x more than customer retention costs. That is why it is crucial for businesses to boost their top line by creating personalized interactions that increase product conversion and average order value among existing loyal customers.
Personalization has become an essential element for businesses seeking to remain competitive. Customers expect customized experiences from every interaction and if this expectation is not met, they will look elsewhere for their business needs. When considering personalization as a strategy and tactic for success, using data management tools such as segmentation of audiences and tailoring content based on customers behavior are indispensable tools that will set your business up for success.
3. Increased Customer Satisfaction
Customer satisfaction increases when brands demonstrate they understand the preferences, needs and interests of their customers; this is exactly what personalization achieves.
Personalization can include anything from remembering a customer’s name to creating something specifically for them – all as ways of making sure their business is acknowledged and appreciated.
Highly personalized experiences are difficult for competitors to replicate and can provide your business with an edge in the marketplace. In fact, a recent study demonstrated that customers place greater value on personalized experiences over speed when it comes to customer service. So how can you implement personalization into your CX strategy? A great place to start would be reviewing your data collection practices – poor data quality can pose major obstacles when trying to implement personalization successfully.
4. Increased Customer Retention
Companies that provide customized experiences create experiences that build strong customer connections and loyalty, reducing customer churn rates. Businesses can quickly respond to any issues or needs and fulfill them more quickly.
Personalization can take the form of anything from greeting customers with personalized cards or gifts to creating custom merchandise with unique features that help set your business apart and attract new customers.
Personalizing customer interactions increases customer engagement with the business and increases retention rate and revenue growth, so adopting a customer-centric strategy that includes personalization can significantly benefit your bottom line. Our team would be more than happy to discuss how best we can assist with reaching your personalization goals! Contact us now.
5. Increased Customer Engagement
Customer engagement is vital to business success, and personalization can help increase it significantly. Businesses can utilize personalized emails, product recommendations, and unique experiences to build loyal customer bases while increasing sales and revenues.
Personalization works best when it’s built upon information that customers themselves provide. Customers tend to share their data willingly when it’s used for providing superior service – according to Accenture, 83% of customers would gladly share their data for personalized experiences.
Brands must use creative and strategic methods for collecting customer data, such as surveys or quizzes. Furthermore, it’s vitally important that they remain open with customers about how their information will be utilized and managed.
