With many customers purchasing products and services online, the customer journey has become an important part of the sales and retention process. But how does a company keep this fundamental experience from becoming monotonous and cold? Fortunately, as marketing AI and automation become more attainable, companies can now take their customer journey to a new and more effective level with a personalized experience.
The importance of personalization
44% of consumers are more likely to be repeat buyers after a personalized shopping experience.
As the world becomes increasingly digital, the human connection is getting diluted. Think about the last time you tried to contact a customer service department, only to run into long hold times. Or spent the afternoon cleaning out your inbox of email offers that don’t really apply to your current needs or wants.
It is often the little things that make all the difference for a customer – whether it is a tailored offer or a more personalized message. This especially rings true as your customer makes his or her way through their journey to purchase. Imagine the impact of offering upgrades or add-on packages that make sense to his or her specific situation, or being able to offer around the clock support, should a question arise during or post purchase. I am sure you can already envision the difference these simple suggestions would make to a sale or to a long-term customer relationship. Continue Reading