Category : Customer' Experience
5 Tips On Providing Customers With A Personalized Experience
Amazing customer service isn’t just an option for companies anymore – it’s mandatory. If you want to thrive in today’s competitive world, you need to provide your customers with a memorable and unique experience.
Personalization is the key to delivering thoughtful and attentive customer service. It can give your company a way to stand out from the crowd. Forrester tells us that 77% of customers have recommended a brand, or paid more for their services and products from a company with good personalized service.
How do you deliver a personalized experience that makes the right impact on your target audience? Here, we’re going to offer a few excellent tips to get you started.
1. Address Your Customers by Name
It’s easy to fall into the trap of seeing your customers as numbers rather than people when you’re running a business. However, this can harm your reputation as a company and your relationship with clients.
Research tells us that human brains respond differently to hearing or seeing their own name. Because of this, it’s essential to connect to your clients as individuals.
The good news is that you don’t have to remember every customer’s name yourself. There are customer relationship management and email software tools to help. These solutions will automatically keep track of customer data for you and apply it to things like email messages or texts.
Learning your customer’s name and using it regularly is only the first step in delivering a personal experience, but it’s an important move in the right direction.
You can also increase the human connection by signing your emails from a real person, rather than just using the company name.
2. Segment Your Customers
Although your customers may share some of the same characteristics, like interest in a specific niche, they’re all different.
One of the most critical aspects of delivering great customer care is showing your audience that you understand them. Keep records of your customers just as you would keep records for your business finances.
Once you have that information, you can use it to segment your audience according to different factors, such as a person’s age, gender, or interests. Remember, a middle-aged housewife will have a different set of expectations from a teenager who’s living with their parents.
Your customers want a unique experience that’s tailored to them. If you have the right software, like dedicated email marketing and CRM software, you can even go deeper with your segmentation. For instance, you could send different messages based on the products that customers have purchased in the past.
3. Reward Customer Loyalty
Loyalty is a big deal these days. Most customers will have an opportunity to buy from dozens of other companies just like yours. There may even be more affordable versions of your product or service out there if your customers are willing to look for them.
If you have people that stick around and continue purchasing from you, it’s important to show them that you appreciate that. This could be as simple as sending a handwritten thank-you note to your most appreciated clients or sending them a special discount on their birthdays.
You could even allow some of your clients to sign up for a loyalty program. This strategy would involve rewarding clients whenever they make a certain number of purchases with discounts and freebies.
You can also offer rewards when a customer refers someone new to your product and service, therefore increasing your revenue potential.
4. Build Detailed Buyer Personas
Having the right documentation and resources in place is essential to being successful with customer service personalization. Your buyer personas provide a powerful overview of who your customers are and what they need from your brand. Often, these personas will offer insights into location, gender, age, and even hobbies or interests.
Having a set of buyer personas for each of the types of clients you’re trying to reach will make it easier for you to step into your customer’s shoes.
It’s essential to make sure that your personas are as detailed as possible because different personas will have different needs you need to fulfill. Knowing how to address their needs puts you one step closer to presenting yourself as the ideal solution.
Find a way to consistently collect data about your customers, so that you can update and improve your personas as you go.
Remember, you are likely to have more than one persona that you need to consider. Don’t be afraid to make multiple profiles. What’s more, you’ll need to keep adding to those profiles and optimizing them over time.
5. Map the Customer Journey
Finally, as you’re researching your audience and figuring out more about how they experience your brand, create a map. You should be able to see how your customers get to the point of having a problem that they need to solve, to buying your products or services.
Mapping out the customer journey from start to finish will let you know which touchpoints you should be more aware of. For instance, you might have a blog that helps to provide your audience with information, but do you need an FAQ page too?
Should you be active on certain industry forum websites, as well as social media platforms? How can you make sure that you’re ready for anything the customer might need?
Don’t forget to take feedback and reviews into account when learning about the customer journey too. Your customers can give you some valuable information.
Deliver More Personalized Experiences
Customers around the world have made it truly clear that they value personalized and relevant experiences above all else. Today’s clients are willing to pay more for experiences that are suited to them.
Additionally, they’re more likely to keep coming back for more purchases in the future.
By tailoring your experience to your target audience’s needs and preferences, you can ensure that you’re delivering the kind of interactions that delight your clients. This could even mean that you end up with better reviews and more referrals to attract new clients.
— Guest Blogger: Lisa Michaels
Lisa Michaels is a freelance writer, editor, and a thriving content marketing consultant from Portland. Being self-employed, she does her best to stay on top of the current trends in business and tech. Feel free to connect with her on Twitter @LisaBMichaels.