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The digital age has elevated customer expectations for relevant, contextual, and convenient experiences to unprecedented heights. Customer experience (CX) is becoming a key decision making factor.
However, with automation many times, businesses lose the humanized touch when they scale. Hence, personalization is most important when it comes to customer experience. Also, as we know ‘one size fits all‘, you have to offer personalized customer experience to retain them.
Customers expect a personalized experience when they deal with a business, and as per Epsilon report, 80% of customers are more likely to make a purchase when businesses provide a customized experience.
Creating personalized customer experiences examples is no longer a “nice to have” – it is mandatory, in the competitive marketplace.
Prior to that dive into how having a well designed customer experience strategy drives engagement and builds relationships.
Personalized customer experience essentially means that you know or remember whom you are interacting with. It refers to a marketing technique that helps to tailor your communication with each customer, either during direct interactions or individualized messaging.
Customized experience is all about understanding customer journeys and designing services or
products to meet customer’s individual requirements. Personalized support not only benefits the customers, but if done right, it differentiates you from your competitors.
Customers remember highly positive and frictionless interactions with businesses, and they will continue to seek that experience the next time they think of making a purchase. They gravitate toward the brands that recognize them as individuals at every step of their journey.
Below are the reasons why positive customer experience is so important for businesses and different ways to provide customers with an experience that will turn them into your most loyal ambassadors.
Highly personalized customer experiences, when offered to customers, enable businesses not only to differentiate themselves but also to gain a sustainable competitive advantage.
As customers look for customized support, the following practical ways will provide a framework that will allow your business to deliver a hyper personalized customer experience.
Following the different ways based on your business needs will help to personalize your customer communication and deliver excellent experience.
Not just segmentation, micro-segmentation is in trend.
Customer segmentation is the best way to collect insight into the market landscape. Customer segmentation is all about grouping customers into segments based on shared qualities.
There are a number of different ways to segment customers. How you segment really depends on your business and your objectives. Here are some common ways you might segment your customers.
Let’s say you have a customer base with a wide range of ages. By grouping customers into clusters, you can make certain assumptions about what they value most from their customer service experience and what approach is most likely to resonate with them.
Key ways segmentation helps in delivering personalized customer experience example:
Customers expect personalized and consistent experiences across multiple channels as they use them to reach out to your business. And if they don’t get a consistent experience they get annoyed and might reverse other brands.
Customers with omnichannel customer engagement strategies on an average 89% of their customers.
Businesses should shift to omnichannel to ensure consistent communication across all the channels such as website, social media, phone, in-app, stores, etc.
In broader terms, it means the social support over Facebook messenger should be equally convinced with your quality of website support and result in customer happiness.
How to deliver personalized customer experience by going omnichannel?
Sephora is well known for the brilliance behind their omnichannel customer experience. They are known for the Beauty Insider Rewards program. Customers can tap into the Beauty Bag on their phone or desktop.
Their application of omnichannel marketing strategy has nurtured 11 million members, who spend 15 times more money on Sephora.com than the average user.
Customers today anticipate a top-notch service around an average product. There is an increasing demand for assistance with a click of a button.
An automated system can play a crucial role in selling the experience of buying a product from a particular brand.
Leveraging chatbots helps to generate 35-40% response rates and this number can go up as high as 80-90% with more engaged audiences.
Ask Julie by Amtrak, a passenger railroad service is one of the finest examples of chatbot implementation for delivering customized experience. Created to make booking reservations, finding information, planning a vacation easier, Julie knows everything on Amtrak.com without agents involvement.
Key ways chatbots help to deliver hyper personalized customer experience:
Businesses are aware of how important enhancing customer experience is to maximize their revenue and customer retention rates.
Every customer has a different issue, some are queries regarding products while the other might be a service request. The key to success is to provide contextual support with the flow of relevant information and timely service.
The power of customer context is such that 86% of customers are willing to pay more for a personalized customer experience.
The most important reason why contextual support is to deliver faster and accurate responses. And it can be achieved by using digital customer engagement tools to deliver customized experience.
Live chat is the most preferred channel over other communication channels such as phone and email. It instantly connects with your customers and assists them in real time. You can trigger proactive chat messages to guide customers in their buying journey and improve their experience.
Co-browsing solution allows you to collaborate with customers and provide them help in real time. You can guide them to complete a complex form fillup or application process. It helps to improve first contact resolution by providing effective solutions.
Video chat allows us to identify the issue faster and deliver effective solutions, which reduces the number of touchpoints and increases customer satisfaction. Having direct personalized conversations develops trust in customers and delivers a delightful experience.
Customers expect hyper personalized experiences — even when they choose self-service. The more context your company has about previous voice and digital interactions, the better experiences you can provide.
A self-service portal conveys information with step-by-step guides, FAQ pages, how-to videos, diagrams, and knowledge base. You can also include tips, hints, and other agile practices to help customers understand better
Key benefits of self service portals that delivers hyper personalized customer experience:
Customer feedback is crucial for the growth of all businesses. It provides valuable insights into what is working well about your products or services and what should be done to make the experience better.
You as a business need to understand the importance of customer feedback and acquire it by asking for it at the right time. You can acquire feedback just after the end of the live chat conversation, after a successful checkout, or after the resolution of a support ticket.
How listening to customer feedback can personalize customer interaction?
Analyzing feedback involves identifying customer pain points and needs so that businesses can focus to improve those areas.
Note: You need to train your customer support team to ask feedback at the right time via the right channels and by tailoring feedback questionnaires.
Customers become loyal because they are emotionally attached and they remember the personalized experience they received. A business that optimizes for an customized interaction outperforms competitors by 85% in sales growth.
By combining an interactive process with your personalization strategy, you can help create an unforgettable customer experience. In case some customers don’t have a profile, still a business can provide superior personalized customer experience by using interactive tools.
An excellent example of such a feature is a virtual ‘Try It On’ feature by Maybelline which allows people to virtually try on makeup products before making a purchase.
How involving customers can create personalized customer experience example?
A personalized customer communication strategy has a direct impact on the customer delight index. 80% of customers are more likely to purchase a product or service from a brand that provides customized experiences.
Personalization is all about understanding your customer behavior and tailor your messaging to align both of them perfectly.
By using the right technology, you can collect customer data and turn it into actionable insights to personalize your customer interactions and provide unique messaging to every client regardless of their preference of channels.
Here are some ways to personalize your interactions to meet the delight customers
Empowering employees to deliver personalized customer experience is something that every business should practice.
What it means is that you are giving them the authority to make independent decisions to impress your customers. It also requires your employees to be well trained to identify and act on opportunities to deliver excellent service and make customers happy.
Giving employees ownership will result in boosting motivation, customer service, and morale, but also to improvements in quality, productivity, and quick decision-making.
Ritz Carlton Hotels is the best example that gave its employees the authority to spend up to $2,000 per day to delight their guests with their service.
How does an empowering team help to deliver personalized customer experience?
Best practices to create personalized customer experience example:
Emails with a personalized email subject tend to have 50% higher open rates, whereas the average email open rate is around 20.81%.
Personalizing the email content is just as important as segmenting email lists. Tailoring the perfect subject line is the first step to a successful email marketing strategy.
Personalized emails stand out in the inbox where several companies try to communicate with the audience. The customer experience also enhances the personalization of emails because it makes sure that the right piece of content is sent to the consumer at the right time.
Best practices to personalize your emails and deliver customized experience:
Digital transformation has paved the way for businesses to go that extra mile to make every customer experience personalized in every possible way. Customers quickly transform into buyers, which makes the customer experience (CX) the only competitive differentiator among brands.
Brands are continually adopting different strategies to keep customers engaged. When executed correctly, personalized customer experience can be one of the most excellent ways of gaining higher returns while making customers delighted.
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