Personalization Is an Important Aspect of Online Customer Experience

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No doubt the today’s customer has been greatly empowered and has an array of contact channels with which he can interact with a brand. The internet has made a number of contact channels a possibility, from social media, to email to mobile apps (Read: History of Customer service).

User experience (UX)  is how a person feels when interacting with a digital product such as website, and it is a component of the overall experience the customer will have the brand (CX).

UX is a component of CX

Managing the customer’s experience at every touch-point is important in ensuring conversion and loyalty, this can be achieved online by personalization.

Personalization is more than just welcoming back a returning customer, or using their first or last name in addressing them. The goal of personalization is to create a compelling experience that leaves a positive impression and encourages the customer to come back again. This infographic from marketingprofs highlights reasons why creating a personal online experience for your visitors is important.

 

 

Online personalization is not just limited to websites, customers also want an engaging mobile app experience that speaks to their needs, wants and likes.

How You Can Start Taking Advantage of Personalization

In this age of online everything, there is no shortage of tools, services and products available to make your personalization efforts pay off profitably for both you and your customers. Below are a few tools that you can use to achieve this

WP Greetbox – This wordpress plugin lets you show a different greeting message to your new visitors depending on their referrer url. For example, when a Digg user clicks through from Digg, they will see a message reminding them to digg your post if they like it. Another example, when a visitor clicks through from Twitter, they will see a message suggesting them to twit the post and follow you on Twitter

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15 Personalization Tools – These range from CMSes that incorporate personalization, to e-commerce, to SaaS (Software as a Service). One of the tools profiled (BT Buckets) even integrates with Google Analytics, which can help small businesses save money by using the tools they’re already used to.

Visitor.js – This is a small piece of JavaScript that provides you with information on your site’s visitors, so you can target them with custom-tailored content. This makes it possible to provide special discounts for visitors who included “free” in their Google search or list product prices for European visitors in Euros. Plans start at $9.95/month.

 

Businesses should start now to use online personalization as a tool to improve the overall customer experience of visitors who interact with their brand online. Look at what others are doing, track your own customers engagement with the site or app, and get creative. I hope you find this post informative. 

 

Kelechi Okeke
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