Our friend , Sam Makad, is guest blogging this week to share tips about creating a personalized customer experience.
Your customers are the heroes of your story! Businesses earn between 4% and 8% above their competitors when they deliver a better customer experience (CX). But what makes up a great customer experience?
The following stats will shed some light on the matter:
According to McKinsey, 70% of buying experiences are based on how the consumer feels they are being treated.
“66% of consumers say they’re likely to switch brands if they feel treated like a number, not an individual.” – State of The Connected Customer Report
76% of customers expect companies to understand their needs and expectations.
To cut a long story short, brands can no longer compete on product or service standards. To stand out, you need a personalized customer experience that will delight your customers throughout their buyer’s journey.
But first, what do you mean by personalized customer experience?
1. Leverage Existing Customer Information
Use Google Analytics to Understand Your Customers
Understanding your customers is central to delivering a personalized experience. Using Google Analytics allows you to see data on age, sex, location, job profile, and more. With this data you can segment your customers into specific profiles to deliver tailored information, including emails, offers, etc.
Use Your User’s Location to Your Advantage
Google Analytics provides location reports that show you the location of your website’s visitors. This information can help you optimize your website and blog content to rank in Google search by using localized keywords.
If you wish to grow your audience in particular countries, you can use International SEO on-page best practices to optimize your website so that search engines can identify which countries you wish to target for business
Measure Website Performance and Optimize Based on Data
2. Offer Real-Time Support on Your Web and Mobile Sites
Integrate Your CRM with Live Chat
3. Get Customer Feedback
You can lose up to 50% of your customers because of poor customer experience. It is important to ask your customers how they feel about your business through regular surveys and interviews.
However, collecting feedback is no good unless you act on it. An AI-enabled chatbot can help you collect feedback at the end of a conversation and automatically tag it according to specific keywords.