- Posted by Gabriela Angelova
- On 19.06.2017
- 1 Comments
- e-commerce, e-commerce personalization, e-shop, personalization, personalized, personalized e-shop
Imagine living in a world in which every site you visit, mobile offers you receive and advertisement you see are all personalized and optimized especially for you. This might sound like it’s coming from a science fiction movie, but that’s exactly what the future holds. In fact, most customers are already expecting such kind of experience.
Today’s innovative brands are paving the way when it comes to tomorrow’s customer experience, and it’s all about personalized touch points in offline and online stores, delivering accurate and relevant information and e-commerce personalization. These brands still follow retail fundamentals like creating a unique experience by customizing the journey as the customer goes through the various selling stages. Optimizing consumer interaction and increasing loyalty by hearing what the customer says is another fundamental that these innovative brands are incorporating.
These days, marketers are putting the bar a little higher by delivering personalized communication, and it’s all from customer’s data, preferences, information, and behavior. In fact, the technology is already here and marketers are getting these data in real-time.
In the recent past, due to lack limitation of technology, marketers are forced to tackle markets in a broad macro category. Thanks to a myriad of customer interaction sources, creativity and analytics, advanced personalization capabilities are fast becoming the norm.
One way of truly hearing the voice of your customer is by talking to them directly. From that, try to determine how your product or service can assist the customer. Approach the experience as a way of predicting the customer’s needs and interests based on real-time data (what the customer is saying to you).
Customer Journey Optimization
Based on your conversation and observation with a customer, your company can then compile different customer profiles. For each profile, your company can then create a unique customer journey which includes product information, information recommendation, and customer interactions.
Keep in mind that these customer profiles are ever evolving with continuous additions and subtraction from every customer interaction. Keep refining the profiles based on the customer’s preferences, needs and wants. This seemingly endless optimization is what gives your customer a unique experience, thus breeding customer loyalty.
Few Ideas For Enhancing The Customer Journey
* Send a messaged based on the customer’s “abandoned cart.”
* Recommend products on visible areas of your site.
* Recommend complementary or similar products base on the current customer’s selection.
* Ask short questions that will provide valuable marketing insights for immediate and future use.
* Send out transactional emails.
* Send out “Thank You Emails” with recommendations based customer’s purchase history.
Companies that places a lot of effort on creating a unique customer experience, breeding loyalty by hearing out the customer and SMS marketing solutions will always win more customers compared to companies that are not engaging in such advanced marketing tactics. These “marketing visionaries” and the kind of marketing they are engaging is just a glimpse of what marketing is in the future.