Learn more about Dynamics 365 Customer Insights
by Admin
Posted on 14-06-2023 12:26 PM
Consumers across the board are becoming more and more accustomed to hyper-personalized experiences. This means it’s more important than ever for
media
, entertainment, and telecom firms to dazzle their audiences with personalization if they want to reap the rewards — higher conversion rates, deeper engagement, and greater customer lifetime value.
To get an idea of what this looks like for the industry, we sat down with jose cebrian, vertical lead for media, entertainment, and telecom at merkle. He brought a wealth of knowledge and industry experience to the conversation. He also offered compelling insights and responses to personalization at scale: media, entertainment, and telecom industry spotlight , a forrester consulting paper commissioned by adobe.
There’s no getting around it: the current economic climate is challenging. But customer service personalization can help brands retain existing customers and maximize their value. With the help of personalized interactions, omnichannel support, ai, and smart routing, customer service agents can better meet customer expectations. They can make customers feel heard, understood, and respected, driving loyalty and repeat purchases as a result. If you’d like to learn more about how to improve customer retention and loyalty, our latest cx insights report, reconnecting the customer experience, is here to help.
How to Use Personalization to Increase Customer Loyalty
Of course, many customers will be satisfied with a simple monetary incentive. But, we recommend you personalize your incentives based on each individual customer’s history and preferences. For example, you might offer a customer a discount on a product that complements the products they’ve purchased from you in the past. The statistics show that customers respond more favorably to personalized loyalty programs:
86% of companies that exceeded their 2018 roi goals for their marketing budget reported that personalization made up 21% or more of their budget.
Message personalization is the #1 tactic used by email marketers to improve performance
one-size-fits-all incentives run the risk of making your customers feel like they’re just another number in your program.
We have seen that customers today expect flexibility and attention, and how, with more choices and greater control over their personal data, trust is the key element in their purchasing decisions. We cannot effectively intervene in a brand’s reputation and grow its credibility if we don’t recognize respect for privacy as the key element in creating and maintaining trust. Not only that, the data that consumers agree to share should never be used for initiatives that may be perceived as inappropriate, annoying, and unnecessary. Let’s look at an example. How many times after making an online purchase have we been literally hounded, for days if not weeks, with ads offering similar or identical and therefore totally irrelevant products? according to a gartner survey, 38% of consumers decide to abandon a brand if personalized initiatives become “creepy,” that is, if they are so insistent that they become disturbing.
Target personas are fictional representations of your ideal customers, which help you understand their needs, preferences, pain points, and motivations better. Some common factors used in creating buyer personas include: educational background career/industry focus segmenting your target audience allows you to generate content that is tailored specifically for them, which can help build stronger connections and encourage engagement. Advanced technologies such as machine learning algorithms have enabled companies to further refine their content personalization efforts for even greater success. Here’s an example of buyer personas that i asked chatgpt to create for a new client: improve user experience with tailored content the ultimate goal of content personalization is to enhance the overall user experience.
Customer loyalty is a huge priority for any business. It's the key to longevity and staying afloat in the competitive market. With so many options, it can be hard to keep customers engaged- let alone loyal. But what if there was an easy way? what if you could use video content to build customer relationships? video outreach has been proven time and again as one of the most effective ways to capture attention online, but did you know that personalized videos are even more powerful than their un-personalized counterparts? this post will teach you how using personalization techniques like including your customer's name in the video or referencing real-life events they may have shared with you can help foster customer loyalty.