No matter what platform customers use to engage with your business, they increasingly prefer to receive a personalized experience when they do engage with you. In fact, 80% of customers are more likely to purchase a product or service from a brand that provides personalized experiences. I’m a fanatic about customer experience—a personalized customer experience. I also happen to like trendy, comfortable sneakers. I recently discovered a new sneaker brand called CARIUMA and ordered a pair of their fun sneakers. I was disappointed when they didn’t fit me comfortably, and I had to send them back. Even though the sneakers...
The need for businesses to provide personalized customer experiences is growing, with customer experience professionals citing it as the number one changing customer expectation. Emarsys defines personalization as the implementation of a strategy by which companies deliver individualized content to recipients through data collection, analysis, and the use of automation technology. In simpler terms, it is a marketing strategy that focuses on making content suited for an individual customer based on what they know about the customer through data collection. Artificial Intelligence (AI) is being used more and more to personalize customer experiences. AI is able to perform human-like tasks...
As a kid, I knew the best houses to stop at while trick or treating. The ones with friendly people, houses that were fun and welcoming, and especially the ones who gave full-size candy bars! When we ran into our friends while we were trick or treating, we told them what houses to be sure to go to and what ones to skip. We even remembered our experiences the following year! Customers are looking for full-size service. Customers act much the same way as trick or treaters. They look for friendly, welcoming businesses that provide a full-size equivalent of products...
Companies are competing based on customer experience (CX)! CX drives decisions about whether or not customers will continue to do business with a company. Engaging with customers throughout their experience is critical to ensuring a great experience. This infographic provides an overview of the impact of customer engagement on customer experience.
Our recent post talked about the 10 biggest trends impacting customer experience in 2018 and beyond. Here is a quick overview of those cx trends.
Nowadays, when you call someone, you’re more likely to get their voicemail than a cheery voice saying “Hello.” Phone calls used to be the primary way of communicating with everyone from your best friend to your doctor. In recent years, they’ve become less and less common. Not only are people not talking on the phone, they’re not answering calls at all. Here are some of the reasons why. Disruptive and Time Consuming A phone call interrupts what you are doing, and whether you’re at work or at home, it’s distracting. A call can also be time consuming. You don’t know...
Online reviews have gained considerable popularity in the past decade. Sites like Yelp have built their entire business around consumer reviews. Reviews are also shown on Facebook business pages, Google reviews and Amazon product reviews among countless others. And the research shows that reviews are incredibly important for a business’s success. For businesses that sell products to consumers, a product with five reviews has a 270% greater purchase likelihood than a product with no reviews. For service-based businesses, increasing their Yelp rating by one star can lead to a 5-9% increase in revenue. But reviews aren’t just important for businesses,...
Over the last few months, I have become a regular morning customer at a Starbucks near my office. The morning shift has the same core baristas who give me a friendly greeting when I walk in. They also know my usual order and have it ready by the time I get to the register! It’s a delightful experience and makes me feel special! They know me! Basic human psychology shows that when we experience something that makes us feel good, we make positive associations about it. There are several coffee shops around my office I can choose from. But, I...
Common customer courtesies are behaviors employees demonstrate that affect the customer experience. How customers feel they are being treated, greatly impacts whether they make a purchase and whether they return to make additional purchases. In fact, 70% of buying experiences are based on how customers feel they are being treated and being treated poorly is the number one reason customers leave a business. Most businesses understand the importance of treating customers courteously when they walk through their doors. Acknowledging and greeting customers and a friendly, helpful attitude lets a customer know you care about them. A genuine interest in helping...
What do you want to be when you grow up? I wanted to be a princess and live at Disney World with Mickey Mouse.
