Take a moment to recall the last time you received truly exceptional customer service
It’s probably not that easy to remember, right?
Most businesses strive to give good customer service, but very few stand out above the rest for providing great customer service. If you do happen to remember such an occasion, the thing that probably makes it so memorable is the very fact it stood out as being extraordinary (i.e. not the norm).
That check-in staff member who remembered your name.
That shop assistant who went above and beyond to help you find the best product for your needs.
That hotel manager who took the time to ask for your feedback and then gave you a voucher for your trouble (this one happened to me just months ago, and I now talk about it often).
6 months on from the GDPR deadline… have you started to prioritize retention?
For many marketers, 2018 will be remembered as the year of the GDPR.
Despite the long lead up time, plenty of businesses found themselves scrambling to get their house in order ahead of the 25th May deadline.
Consumer inboxes were flooded with re-permission campaigns from brands seeking to retain their marketing lists. And when the dust had settled, many marketers found themselves faced with smaller lists.
But the threat of mass unsubscription didn’t end after 25th May 2018 passed - it just started.
The new rules mean customers now have an ongoing ‘right to erasure’. They can access their details at any time and wave goodbye. And this means you’re going to have to put more effort into customer retention from now on.
In the following blog post, we take a look at the…
62.26% of customers feel happy and excited to respond to a specially tailored message from the retailer
The personalization of emails is not just limited to sending emails to your customers addressing them by their first names - it’s so much more than that.
You can use personal information like their date of birth, full name and past purchases to create personalized customer experiences. This can be incredibly beneficial as personalized emails are known to increase conversions and retention rates.
In fact, 62.27% of customers feel happy and excited to respond to a specially tailored message from the retailer. This shows that you need to send tailored notifications to your customers based on their preferences.
Let’s take a look at some examples and the infographic by Post Funnel. This will give you an idea of how to effectively use personalization in…
Personalizing on a B2B level is more important than ever
Personalization for B2Bs is staggeringly more effective than giving visitors a flat, generic experience. 80% of B2B businesses surveyed said that personalizing their website was more effective when it came to reaching their company’s objectives than unpersonalized content.
But personalization for B2Bs has not been a widely adopted strategy. Businesses say they don’t have the technology, the required data, or even the resources to personalize for their customers on a one-to-one level.
However, just like regular customers, B2B buyers are beginning to expect and even demand relevance at every point in their buying cycle. Mass marketing is no longer applicable. It is no longer the aim to find the message that will resonate with a large number of your customers: you’re looking to find the most important message for each individual buyer.
Chart of the Day: Time highlighted as the biggest obstacle in the way of marketing personalization
When it comes to customer experience (UX), personalization is an important part of increasing engagement.
Using data to inform content and digital ads can aid in the creation of experiences that are highly relevant, as well as different from that offered by competing brands. Not only can personalization enable marketers to hold the attention of their targeted audience, but it can also, ultimately, inspire brand loyalty.
Despite personalization being a vital aspect of UX, many marketers (59%) are failing to personalize content at scale, with time being cited as the biggest barrier to doing so.
Adobe’s new survey has revealed that under half of respondents would say their company’s personalization is extensive, meaning they are failing to reap the benefits that it offers.
14 ways to segment your target audience for effective e-commerce personalization
As defined by Smart Insights, segmentation shows approaches to grouping prospects and customers to deliver more relevant communications and offers. The result is to give better response rates to these communications.
In the marketing arena, personalization is a term often misused for segmentation. Personalization and segmentation, while both valuable tools for marketers, couldn't be more different.
The personalization v segmentation debate
Segmentation is grouping customers together according to identifiable characteristics. Often, these are demographic characteristics such as age, geography, gender, favourite brand or AOV.
Personalization is the optimizing of experiences and messages to individuals themselves — not the group they belong to.
The introduction of Artificial Intelligence and Machine Learning algorithms means it’s now possible to predict website visitors’ likes of products, categories and brands based on…
A case study of how a retail brand ran a personalisation program to improve engagement
Jack Wills, a retail fashion store, has used personalisation to boost conversions for new and returning customers.
What results have Jack Wills seen since running their personalisation program?
12% increase in conversion rates
8% increase in Add-to-basket
Reduced basket abandonment
Using Monetate, a personalisation software for consumer-facing brands, not only has Jack Wills increased their conversion rates, they have also reduced their basket abandonment.
Personalisation is key
A number of changes were made to their online store - including 'sticky filter' functionality and personalised rules for displaying products to give customers a better and more engaging user experience.
Through personalisation, new customers to the online store are shown product category pages with 'bestseller' products, whilst returning customers are shown 'new arrivals' on the same pages. This is because extensive…
How Personalization, Segmentation, and Optimization work together to create a seamless customer experience
There are three different levels to delivering personalized customer experiences: optimization, segmentation, and 1-to-1 personalization. Many of the ecommerce marketers we speak to are already using one or two of those approaches but haven’t considering how they relate to one another-so we developed a visual we call the Monetate Personalization Pyramid to help visualize the relationships between these three layers.
In this article, we’ll talk you through the Pyramid from the bottom up. If you want to find out more, sign up for Smart Insights and Monetate's Getting Personalisation Right: 10 Best Practices to Improve Conversion webinar.
The base level of the pyramid is optimization. This describes the process of testing different approaches, analyzing the results to identify the top-performing design, and then implementing the winner. You'll know this…
We interviewed Certona's CEO Meyar Sheik about the future of one of marketing hottest trends - personalisation tech.
1. First of all, congratulations on being named top personalisation provider! Can you tell us how Certona uses machine learning and predictive algorithms to predict customer behaviour?
Certona pioneered the use of patented machine learning and predictive algorithms that empower retailers to leverage real-time profiling of individual shoppers across the omnichannel landscape. Certona’s personalisation platform is powered by a sophisticated blend of continuous profiling and real-time targeting that augments behavioural profiles with every interaction. This develops shopper insights that fuel intelligent predictions, letting retailers deliver increasingly individualised experiences as shoppers engage across touchpoints. Within 3-4 clicks on a site, Certona’s personalisation platform ingests real-time shopper data such as location, weather, time of…
Which channels are best for delivering more personalized communications?
Relevance - Relevance - Relevance! should be the mantra of digital marketers since we know that serving more contextual messaging to our prospects and customers will give an improved experience and boost response.
There is certainly no shortage of marketing services to deliver personalization, but it seems from this recent survey from Venturebeat that ability to customise messages to the individual varies a lot by channel.
It's clear that email is 'streets ahead' in its usage for personalisation although, as the report notes this can vary in sophistication from name personalisation to recommendations based on behaviour. It's surprising that web personalisation is relatively rare, although we can expect it's higher in Ecommerce sectors such as financial services, travel and retail.
Venturebeat: Marketing Personalization: Boosting Relevance