How Mobile Personalizes Customer Experiences at Scale
It seems that every day we are inundated with reports, news stories, and more proof that consumers have adapted to and embraced the power of mobile devices as a shopping tool. It's a primary way consumers discover just what they want – and a major force in driving sales.
The data backs up the headlines. According to a recent survey, 94 percent of professionals from various industries stated that personalization is 'important', 'very important' or 'extremely important.' Personalized customer service is vital to remaining competitive in the marketplace and company leaders realize this.
Mobile reliance is the vehicle of personalized customer experiences. So how can companies really take advantage of it?
Monitor Social Media
Mobile creates a sense of intimacy and, at the same time, offers a trove of helpful information. Consumers expect seamless and secure transaction experiences, and also informed recommendations and near-instant feedback. Enterprises should do this by paying close attention to social media and responding to exchanges and comments. This real-time opportunity is a good one, especially if companies realize the urgency and have a timely social media response strategy in place.
If you fail to create that personalized customer experience, your business may feel the brunt of it. A whopping 69 percent of customers look online for reviews of a business and 72 percent say they trust the reviews. This means that potential customers look up your business before they choose you, so address social complaints as quickly as possible.
Prioritize the Customer
There are various technology solutions available that deliver the promise of personalized customer experience. Tools help provide a seamless, exceptional customer experience where there is a relentless focus on the service experience. These tools are beneficial to business owners and help ensure the customer is the focal point of every interaction. In addition, they can drive greater efficiency across an organization.
Anticipate Needs
An excellent customer experience leads to customer satisfaction – and that is extremely important. That starts with thinking ahead and being exactly where a customer needs you to be and at the right time. Much of this can happen through beacon technology, or geofencing that puts you where you need to be at the correct moment. Make it a point to wow your customers at every opportunity – especially through mobile means.
Personalize the Experience
Whatever you do, always make it a point to make a real connection with consumers. Nearly every email or online interaction should include a name and picture of the employee the customer is speaking to so there is a face to accompany the help. This personalizes the conversation and makes it more like a chat between two people, instead of a generic interaction between a customer and a business.
Mobile technology allows enterprise companies to deliver the ultimate personalized customer experience, which leads to retaining and attracting more customers. Ultimately, mobile strategies act as tools that encourage businesses to thrive in this rapidly expanding and evolving digital world. Make the most of it to retain customers and find new ones, too.
