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Loyalty isn’t something that businesses can take for granted. In fact, marketing platform Blackhawk Research highlighted that 25% of customers have stopped spending on brands they prefer.
This could be just one of the indicators of inflation, but there’s also clear evidence that consumers prefer a more personalized approach.
New Epsilon Research also stated that four out of every five customers would buy products only when a brand offers them a personalized customer experience.
What this means is that a lack of personalized customer experiences can, and will, negatively impact your business. It can also create generic customer journeys, the results of which I’ve already touched upon.
Custom software development solutions—tailored to fit your specific industry—are the best vehicle to deliver personalized customer journeys, and create an environment conducive to growth. Read on and learn how.
You’re expecting an interview call or you’re waiting anxiously for some news from a loved one, and your phone starts lighting up with irrelevant texts about offers and coupons you don’t care about, or you don’t need. While you could say it’s just bad timing, the problem is that these promo messages aren’t even meant for you.
It’s what we call a horrible user experience. The sad part—most businesses don’t really care about or give much thought to how your interactions with their brand make you feel.
Enter, CX Personalization. With personalized customer experiences—it’s all about you—you’re the center of the universe.
Bluecore’s Ecommerce and Retail Benchmark concluded that personalized promotional emails led to a 139% increase in click through rates, when compared to one-time, and generic sends.
Along with other benefits, customer experience or CX personalization help your business-
But, every Batman needs an Alfred. And, personalized customer journeys need custom software. Here’s why.
Any software that has been custom-built to solve key business challenges and work seamlessly within workflows and processes is called custom software, bespoke software, or even tailored software.
Unlike off-the-shelf software with predesigned workflows and limited integrations, custom applications solve key challenges for businesses.
Every feature in custom software is designed to work seamlessly within a business’ workflows and processes. This is what enables custom software to personalize every interaction for customers on demand, and at scale.
While there are many elements that make up custom software, here are a few key ones –
A PWC report found that only 15% of consumers feel that companies use personal data to improve their lives.
Custom software一based on the tenets of delivering tailored experiences一is perfect for building delightful, and individual-specific experiences. It helps create unified cohorts that can surface a complete preference and behavior-based customer profile.
Here’s how it helps deliver CX personalization –
Anticipating Customer Needs – Custom software works seamlessly alongside tools that are built to crunch data and derive customer behavior, preference and other insights. So tailoring experiences and anticipating customer needs becomes easier than ever before.
Instant and Relevant Responses – Historical data and preference insights can help provide responses that save time and are relevant to users, directly improving CSAT scores .
Tailored Experience – Achieving hyper-personalization is easy with custom software. In fact, you can easily test between best case scenarios and make interaction adjustments on the fly.
Cross-Channel Consistency – Imagine the joys of delivering consistent customer interactions across varied channels? It’s possible with custom software, which unifies customer interaction platforms.
Increased Personalization Efficiency – Feedback helps everything improve, even the effectiveness of personalized CX. Custom applications help gather instant feedback, and iteratively refine strategies to improve personalization efficacy across different touchpoints.
As consumer trust continues to dwindle, it’s imperative that businesses rethink their customer relationships. The easiest way to solve this trust problem – Tailored Customer Journeys powered by bespoke software.
Here’s why –
Custom Software has been powering personalized customer journeys for a long time. Here are some real-world examples that you’ve probably come across –
Delivering the best and most relevant customer experience requires that organizations follow some industry-leading tips and best practices –
Develop a Personalization Framework – Deploy flexible, easy to adapt process playbooks to match user preference data with offers
Customer Profile Building – Identify customers, analyze behaviors, demographics, and preferences to ameliorate approach
Take on a Holistic Approach – Consistency is the most important part in improving customer experience, so delivering the same experience across all customer touchpoints is key.
Champion Data Insights – Implement tools, and analyze customer insights and to inform decision making
AI and Automation – Deploy chatbots to increase CSAT and improve resolution times
Pivot in Real-Time – Be ready to make adjustments on the fly, always stay relevant, and on time.
Feedback Collection – Make feedback collection easy and easily refine the approach in a phased manner.
Data Privacy – Be transparent about data, and prioritize compliance with data protection laws
Cross-departmental collaboration – Unify the approach to personalization throughout the customer journey involving teams across the organization.
Creating tailored experiences that meet customer preferences and needs of customers is dependent on how data is collected. By integrating data-driven practices with AI-based recommendations, your business can deliver the best customer experience.
Using predictive analytics, businesses can easily predict which products a customer might buy next, allowing the system to offer real-time tailor personalized recommendations, and improve user satisfaction and improve loyalty.
With AI-enabled customer segmentation, tailoring highly targeted experiences is fairly straightforward. For example, a banking app may provide users with options to open a trading account or a fixed deposit based on their life stage and their salary.
Remember how everyone’s favorite marketplace dynamically lists only related products and other discounts. This is exactly how real-time interaction adaptation works, creating an experience where customer delight is placed at the heart of all interactions.
With AI algorithms matching browsing history, purchase preferences and buyer behavior to product recommendations, it creates a seamless and relevant buying experience for every single customer, ensuring that your customer always feels seen and heard.
Read how Unified infotech boosted CX and increased operational efficiency for a Fortune 50 Media conglomerate, helping them achieve a 60% increase in CSAT surveys and 15% improvement in back-office operational efficiency.
Here are some steps on how to provide personalized customer service -
We’ve already touched upon the benefits of personalized and customized customer service. Here’s a list -
While there are many obvious differences between personalized customer service and traditional customer service, here’s the main difference -
Traditional customer service follows a one-size-fits-all approach, where standard responses and solutions offer responses without considering customer contexts.
Custom responses and data-powered insights are the heroes of personalized customer service. Here, every interaction with the business is contextual and designed to improve customer satisfaction.
Therefore, when considering the best approach, personalized customer service is the far better option for your business.
Personalized customer journeys are only effective when success is continuously monitored. Along with other KPIs that are important to your business, here are some major indicators you should look for-
Personalization and Customization are not the same thing.
One is about using preference, historical data and insights to create a tailored experience for users. As the user, you’re not required to take any action for any business to offer you a personalized experience.
The other is about giving power to the customer. It allows them to create custom views, configure UI, settings and enable/disable features, based on their interactions.
These are the best 4 ways of personalizing customer experience-
Customer segmentation
Be sure to segregate your customers into distinct groups based on demographics, interests, purchasing behavior and shared characteristics. Now you can use these groups to personalize messaging and run campaigns based on their interests.
Data-driven personalization
With historical and real-time data analysis, businesses can easily deliver personalized recommendations based on purchase history, demography and interests. By suggesting products that match customer preferences, businesses can improve shopping experience and bump up conversion rates.
Customized Communication
Emails, messages and notifications can enhance user engagement and improve brand relevance. Delivering personalized and customized messages can strengthen brand value and improve business to customer relations.
Real-Time Interaction Adaptation
When any marketplace website enables users to easily view related products dynamically, it creates a feeling of immediate responsiveness and hyper-personalization, which allows businesses to always be relevant.
Let our highly experienced business analysts analyze your business challenges and suggest how you can stay ahead of the curve.