Individual customer service and CRM

I Love You, But You Don’t Know My Name: Personalizing the Customer Experience

As each year ticks by, consumer expectations increase when it comes to the depth of personalization of the brand experience. Many brands are doing their best to keep up, using customer data to identify key points of interaction to ramp up the customer love in fits and starts. While this is well intended and perhaps better than nothing (albeit worthy of an A/B test of no personalization versus limited personalization), it still begs for a more consistent approach.

But how do you introduce personalized consistency into a cross-channel mesh – and mess – of interactions?

Some suggestions:

  • Start with the audience you’re trying to reach and design your content strategy around them. Demonstrate that you know them by embracing your target personas as part of your “customer family.” Get intimate with who they are, what they do, what they think, what keeps them up at night, what makes them laugh. Find images of persona people (or a fair representation) and paste them on the walls of your office. Name them, nurture them, be inspired by them. Advisory groups and qualitative data can help.
  • Look at your core two or three audiences and map out the typical customer journey for each. Use that at a starting point to simplify the moments that matter. As you continue to advance in the use of data in an effort to grease the funnel, you can prevent the impression of fits and starts by mapping out and tackling one journey at a time. Even if you can’t do everything right away, you can at least allow for consistency across specific audiences. Start with the ones that matter most to your success.
  • Analyze the data you own for the most important “moments of truth.” Optimize those points of engagement first when it comes to effective messaging and customizing of cross-channel content.

You know more than you did a year ago about most of your core audiences. Take action on those insights and assumptions knowing that the use of a data management platform (DMP) with cross-channel integration can make easy work of something that’s become increasingly complex. It’s the fusion of science into the art of marketing to bring the brand experience to life for your audiences, and bringing your audiences to life for your brand.

Leave a Reply

Your email address will not be published. Required fields are marked *