5 Secret Ways to Enhance Customer Experience Through Personalization
All indications show that your customers are more likely to buy from you and make a return purchase when you provide them with a personalized experience. An Epsilon report highlights that up to 80% of customers are more likely to make a purchase when a brand offers personalized experiences. It is therefore important that you leverage the beneficial effects of personalization on customer experience for your brand. We’re here to help out by explaining 6 secret ways to enhance customer experience through personalization.
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Why Personalize Customer Experiences?
Personalization is no longer a nice-to-have; it’s a business necessity. When customers feel recognized for their individual needs and preferences, they’re more likely to remain loyal. They like their names, choices, and accomplishments to be remembered.
In a survey, Accenture reports that 90% of consumers prefer brands that deliver personalized recommendations, offers, and experiences. On the flip side, a lack of personalization can cost businesses. A Gartner survey on personalization as it relates to marketing reveals that brands may lose up to 38% of their customers if they have poor personalization practices. This is because customers prefer to receive personally relevant recommendations rather than recommendations that are relevant to a group of people.
Example of Personalization in Action
Take Amazon, for instance. The e-commerce giant tailors its homepage to each customer, greeting them by name, showing recent purchases, and recommending products based on browsing and purchase history. This personalized approach is a major reason why Amazon excels at customer retention and repeat purchases.
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5 Ways to Improve Customer Experience Through Personalization
Forrester research buttresses the major impact that personalization has on customer experiences. According to the research, 77% of consumers acknowledge that brands that provided them with personalized service or experience have received more support, recommendations, and payments from them. Read on for 5 secret ways to enhance customer experience through personalization.
Understand Customer Needs and Optimize All Service Channels
It is important for you to understand the wants, requirements, and opinions of your customers. Ways to do this include the following:
- Listen to Customer Feedback: Analyse both positive and negative reviews to identify areas for improvement. Respond to feedback promptly to show that you value their input.
- Offer Multiple Service Channels: Different customers have different channel preferences—some prefer live chat, others like phone calls. Ensure your brand is accessible via email, live chat, phone, and social media platforms like Twitter, Facebook, and Instagram.
- Use Customer Review Tools: Tools like Fera.ai can help manage and analyze customer reviews to refine your service and meet customer expectations.
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2. Personalized Product Recommendations
- Use Purchase History: Base When recommending products or making product suggestions, the display of such products should be based on the customer’s current or previous browsing session. This way, customers will see recently searched products and be more inclined to make a purchase.
- Leverage Machine Learning: Use tools that analyze customer data to predict and suggest relevant products, creating a seamless, personalized shopping experience.
- A buyer’s shopping history can form the basis for you to present similarly styled, colored, or categorized products to them. Alternatively, you may present relevant accessory products if what they previously bought is a once-in-a-while product.
- Display Best-Selling Products: Remember to display all your best-selling products, as people tend to patronize popular products.
- Recommendation Tools: You can do your research and choose the right personalization app to make the implementation easier. You can also use plugins such as Glood Product Recommendations and Wiser if you have a Shopify site.
3. Personalized Email Marketing
People receive tons of emails daily, and it takes some doing to catch the attention of subscribers in their inboxes. This is where good personalized email marketing comes in. You can not only implement good email segmentation, but you can also do as much as you can to infuse relevance into your email campaigns.
Tips to effectively strike a balance between email automation and email personalization include the following:
- Collect Relevant Subscriber Info: Ensure your email sign-up forms include detailed questions such as location, name, birth date, and other relevant information.
- Send Targeted Emails: It subsequently becomes easier to send a personalized “welcome” message to subscribers, thank them for making purchases, and remind them of products in checkout carts.
- Effective Email Tools: It is also easier to send them personalized “Happy Birthday” emails. A great option for an email marketing plugin for Shopify is Klaviyo.
4. Tailored Discounts, Offers, and Services
Personalizing discounts and offers is a major strategy that you can implement to improve business sales. When you do this, you will also personalize customer experiences.
Base Offers on Purchase History: Tailor discounts and offers based on what a customer has previously purchased, using effective offers from the past to entice repeat purchases. This is one way to increase the appeal of your offers and improve your sales.
Personalized Customer Service: Use chatbots and virtual assistants to provide customized responses, leading to faster issue resolution and improved customer satisfaction.
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Discount & Offer Tools: ConvertWise, DealEasy, and Pumper are plugins that can help you personalize offers on Shopify.
Meanwhile, a tailored customer service experience can help you get to your marketing goals much faster. You may consider steps such as implementing customized chatbots and virtual assistants with a focus on effective personalization features. Overall, this can result in faster resolution times, improved customer satisfaction, and an enhanced customer experience. Again, you can consider options such as Tidio, SmartBot, and Chatty.
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5. Personalized Incentives and Loyalty Programs
Do not forget to think in the long-term as you go about enhancing customer experience through personalization. It is easier for you to boost customer engagement, encourage repeat purchases, and enhance brand loyalty when you implement a personalized loyalty program. You can take a look at your customer journey, analyze customer behavior and then build personalized rewards around identified triggers. If you’re looking for personalization options for a loyalty program that are appropriate for Shopify, you can consider Joy, Yotpo, and Smile.
Enhancing Customer Experience through Personalization
In today’s competitive business world, personalization has become a necessity. You need to implement the above strategies if you want to significantly enhance customer experiences, foster loyalty, and drive repeat purchases. Remember, your customers demand recognition and relevance, and you can only tailor your interactions and offerings to meet their expectations. This will also help you to establish a deeper connection with them. Ultimately, you can use these secret ways to personalize your approach and improve customer satisfaction and business growth.
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