previous icon Back to blog
Sep 18, 2023
3 minutes read

Always Relevant for Every Customer: Improve Loyalty and Customer Satisfaction

A satisfied customer is a customer who stays. But how can you achieve this as a retailer or e-commerce company? How do you remain relevant to the customer? The answer lies in first-party data, directly derived from your existing customers. Use that data to offer a personalized experience every time, and you will improve customer satisfaction. And thus, you will also improve the loyalty of your existing customers, acting as a catalyst for customer lifetime value.

Think back to your recent contact with a company. How did it go? Did you feel like the company genuinely cared about you? Or were you just another number, one of many customers in line? In the latter case, you may have wondered why you even ended up with this company. You might have even considered going to a competitor next time, where they hopefully communicate with you personally.

Personalization is Timeless

Sound familiar? You’re not alone. Research by McKinsey & Company shows that 76% of consumers are more likely to make a purchase from a company that uses personalization. That’s because that’s what the customer wants and expects. Not just now, in the digital age, but even before that. The seller in the physical store made sure to know his customers. He knew their preferences, remembered what people bought from him the week before, and tailored his conversations accordingly. The way he did it? It was customized for every customer, distinctive, and unique.

Segmentation: A Good Step, But Not Enough

Personalization: it is the foundation for a successful business. Therefore, companies are investing in it, even digitally. A large portion of retail and e-commerce companies work with segmentation. The entire target audience is divided into an average of ten to fifteen smaller groups, each with its own customer journey for every type of customer. This makes the interaction more personalized, but still not personal enough for a dialogue with the customer. After all, with segmentation alone, you cannot move towards individual customer bonding, which requires a frictionless customer journey – and thus hyper-personalization.

Hyperpersonalization: This is The Moment

As the business magazine Forbes has stated, no retailer or e-commerce company can avoid hyper-personalization. The necessary technology, intended for interpretation of customer data and based on artificial intelligence (AI), is now accessible to everyone. So, the question is: what’s stopping you? With hyper-personalization, your organization can work more concretely towards its own strategic goals. All of this is possible because relevance weaves like a red thread through the customer journey.

Strengthen Your Bond With Your Customer

Imagine yourself in the shoes of your existing customer who always receives an offer that perfectly matches their needs. Every time, through their favorite channel, at the right moment. Think, for example, of offers during an online order at a restaurant, tailored to the customer’s taste. Or extra recommendations for additional products, just as an online order is about to be completed. Instead of irritation from a generic offer, the consumer feels understood and assisted by you. This leads to increased customer satisfaction, loyalty, and a boost in conversions.

Don’t Fall Behind, New Opportunities Are on the Horizon

Did you know that as many as 89% of digital organizations are currently investing in personalization? They’re also investing in AI, as the next step towards true one-on-one personalization at scale. So don’t wait and fall behind your competitors, but dive into the opportunities of personalization with AI today.

Inspired and ready to get started with an AI Decisioning Engine?

Was this article interesting?
Share it!
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest Articles

Apr 22, 2024 •

Happy Clients, Happy Agents: the Platform Effect in Customer Service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Acquisition and retention in marketing engage platform
Oct 23, 2023 • Personalization

Decoding the Struggles of Acquisition and Retention

In life, they say percentages don't matter, but in marketing, they are everything. The customer journey, spanning from acquisition to retention, is a path filled with potential incremental drop-offs at every touchpoint. A confusing experience here, an ill-timed communication there, and suddenly, your conversion rate is plummeting.

The maze of choices in the travel industry and how personalization can help
Sep 25, 2023 • Personalization

The Maze of Choices

For most of us, going on vacation is the most enjoyable moment of the year. You immerse yourself in a different environment, put your work aside, and create beautiful memories with family or friends. Yet, many consumers find the orientation and booking process to be time-consuming and stressful.

Return form customer about chatbot and personalization
Sep 19, 2023 • Personalization

Get More Return From Your Existing Customer Base

New clients, new opportunities. Therefore, it’s understandable that many businesses prioritize acquisition. However, there is a risk to this focus. Because what about the current clientele? Investing in it as a retailer or e-commerce company and building trust, enables you to turn every existing customer into a loyal fan. Starting out, on your way to the first result? That is something that can be accomplished quickly. Yet, you already have the data and the channels in place.

How the timing of the booking is relevant and can work for you with personalization
Sep 14, 2023 • Personalization

How Timing Increases the Booking Value and Improves Customer Relationships

When it comes to booking a vacation, everyone has their own habits. While one person puts together their holiday months before the departure date, another waits until the last minute. And then there’s a large group that falls somewhere in between. To engage all travelers throughout the year and maximize the relevance of your communication, it’s important to present the most suitable offers and booking information at the right time. In this article, you’ll learn how Artificial Intelligence can help you achieve this.

Is this region a better fit for you?
close icon