In the age of social media and mobile, customers are increasingly expecting businesses to provide them with a personalised customer experience. That means tailoring tasks and communications to meet their needs as an individual.
In other words, it means being able to recognise individual users, respond appropriately and provide tailored services that are relevant to them. Unfortunately, most businesses don’t even have a strategy in place for this. They treat customer experience as something that happens out there in the world rather than inside the business itself.
What does this leave you with? Customers who expect more from you, and may look elsewhere if they don’t get it. This is why you need to invest in your customer experience strategy now if you hope to keep your customers happy over time. Here’s everything you need to know about the most undervalued strategy for improving customer experience.
Personalisation in customer service
The customer service industry is going through a huge change. Businesses are now being required to provide a personalised, tailored experience. Customer service professionals have been given instructions to recognise individual users and respond appropriately to their needs.
For example, if a customer has done business with you in the past, they will want to start by speaking with a customer service representative who may then ask what they liked about the last experience and help them find more information on how to get the same results in the future. There’s no need for lengthy phone calls and waiting periods when your customer can just send an email or text message with their problem. This makes it easier for customers to engage with your business and helps them address any concerns quickly without inconveniencing anyone involved.
Additionally, some businesses are using social media channels like Facebook Messenger for customer support as well as established chat platforms like Instagram or WhatsApp. This allows your customers to work directly with your customer service team and feel connected in real-time rather than answering inquiries on paper via email or phone.
It’s important that businesses have a strategy in place for providing this level of tailored customer service so that they can keep their audience engaged over time.
Why customers like personalised service
Customers enjoy personalised service because it makes them feel special. This is especially the case in a world where people are constantly being bombarded with messages and requests to provide their personal information online. The more personalised the service, the more customers will tend to like it.
Additionally, businesses that provide personalised service offer better customer experiences for their clients. Not only do they make it easier for you to find the information you need when you need it, but it also increases your chances of getting what you want from them and that is loyalty.
The prospect of receiving tailored services can also be very enticing for customers. They know that if they give up some information about themselves, there’s a chance they could be rewarded with something equally valuable in return. With this in mind, customers are more likely to engage with a company that offers personalised services so long as those services actually resonate with their needs and interests.
How personalisation improves your customer experience
Your customers are individuals, not a collective. That means they have different needs and preferences that you need to address. For example, if you’re planning an event at your business, it’s important that you send out a welcome email to all of your customers who will be attending the event. In this email, you can include information about local transportation options for guests arriving by car or public transport, as well as how to contact your business in case any issues arise.
In addition to providing welcome information to each individual customer, personalisation can help improve customer experience by reducing customer acquisition costs (CAC).
How to personalise service for your customer
- Learn how to target your audience
- Understand segmentation
- Create specific customer personas
- Identify your customer’s pain points
- Always get feedback
- Give them a ‘quality of experience’ score
- Monitor their online and offline conversations
- Build personal relationships with customers
The key to a successful personalised customer experience is understanding who your customers are. That means identifying their interests, demographics, and even their social circles. You can also get in touch with them on social media, where they’ve already given you permission to reach out. Just make sure you don’t come across as spammy, don’t ask for a lot of personal information without respecting their boundaries and offering something in return.
Importance of personalisation for your business
It’s important for companies to have a customer experience strategy in place. For example, if your company sells to different age groups, you can integrate user-friendly tools into your website and marketing campaigns. This will make it easier for your customers to find what they’re looking for and not feel lost while they’re browsing through your website.
If you don’t personalise your website and marketing strategies, you risk losing customers who are looking for a more tailored experience. And that means lost revenue, which spells trouble for your business. You can use personalisation without even knowing it! For instance, if you use live chat on your website or social media platform (like Facebook Messenger), you might be able to provide a better customer service experience because of the personalised nature of live chat widget. One great quality of a live chat widget, for the sake of personalisation, is having the ability to greet customers using their first name and initiating the chat before an agent continues the conversation. With this option in place, users will feel like they are known and won’t have to wait endlessly before getting help from one of your staff members.
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