Personalization of the customer experience is a key factor in 3 out of 5 purchases.
Integrating personalization into the strategy of your company or business is a key input in the purchase decision. It is very important that you can anticipate the needs that may arise; and this fact has a direct influence on knowing what are the real needs of customers.
The antecedents of the personalization of the customer experience.
With the new information age we are living in, the offer of products and services to the end user is infinite. The presence of the Internet has made consumers become more proactive in seeking information about the product they are interested in before buying it.
In this way, companies are facing a more demanding, educated consumer with higher expectations. They now give more importance to concepts such as ‘service’ or ‘attention provided by employees’ in any of the company’s channels, than to the product itself.
In fact, Hootsuite’s Social Media Trends report mentions that 59% of marketers say that customer service on social media is increasingly valuable.
In the past, in order to offer a satisfactory shopping experience, it was not necessary to adapt to the customer, since they did not have so much decision-making power; now it is necessary to generate trust in consumers and provide greater value propositions if you finally want to improve the customer experience.
Reasons for adopting this strategy.
The personalization of the customer experience is the great differentiator against competing companies that do not adopt this strategy in the company.
- Brands that offer customer experience personalization will stand out from other brands that offer similar products/services to your business portfolio.
- Helps establish an emotional connection between the brand and your customers, which subsequently fosters loyalty. Improve customer retention.
- You will be able to define more clearly the profile of your customers and direct all your actions to a specific profile that will be interested in the brand. You will be able to increase the conversion rate of potential customers into eventual buyers of the company.
- You will offer more meaningful experiences and improve the image of your business.
How to achieve the personalization of the customer experience?
It is essential that to achieve the personalization of the customer experience you obtain basic and valuable information that allows you to interpret how they will behave towards your brand.
Through customer experience management software like Allswers you will be able to obtain all the necessary information from your customers, establish the right metrics for your business and evaluate not only how loyal your customers are, but also keep track of all of them.
Allswers is a simple software that allows you to automate surveys linked to relevant indicators and design customized experience programs. With your free trial you will be able to collect relevant information about the customer journey more efficiently.
Having all this information at your disposal will help you understand your customers and make more accurate predictions about future behavior and anticipate future changes in their preferences.
Through the following infographic you can see 4 basic steps for you to personalize your customers’ experience: