“You could be the brightest ray of sunshine out there, but some people will still prefer a rainy day.”
Quality CX means different things to different demographics in an audience base, often opposite things. In that light, is it possible to formulate actionable plans for personalized CX, or are they merely thought experiments on paper?
Moving past a one-size-fits-all CX wireframe is one half of the climb. Incorporating personalized CX into your brand’s core DNA is arguably the harder leg of that journey.
Understanding personalized CX
Contemporary market surveys point to the ground reality: nearly 75% of worldwide consumers prefer some degree of personalization in their customer experience, albeit on their own terms.
Marketing think tanks the world over are reinventing their products and services for a more immersive customer experience. Personalized CX must fit your scale of operations in addition to addressing consumer needs, so a practical viewpoint is of the essence.
Personalized CX: myths vs. truths
Like most fabled tales of yore, there is a heavy reliance on hearsay when it comes to personalizing CX for your platform en masse.
Truth: Personalized CX is about affordable fine-tuning rather than expensive overhauls. Simple changes to your customer interaction framework (e.g., personalized emails) contribute significantly to a personal CX touch relative to their cost of implementation.
Truth: Personalized CX evolves along with dynamic audience demands. Personalized CX is not a “set-it-and-forget-it” deal. It involves consistently addressing key audience demands for better CX by calibrating your features & offerings accordingly.
Truth: Personalized CX works well with seamless integration. Work smarter, not harder, to lend that personal touch to your audience. Work in ways for your audience to interact & connect with your brand more. For instance, the usage of automated email blast tools with dynamic sender lists gives your audience the illusion of personal mail, even though you’ve not spent any extra time on those mails yourself.
The truth of customer-centricity
Personalized CX may seem abstract as a concept to those who don’t want to fix what isn’t broken in their eyes. Many myths and misconceptions cloud people’s judgment on taking solid steps towards personalized CX, along the lines of time, money and resource constraints.
Dispelling these myths comes with the realization that personalized CX isn’t what your brand can do for every single customer, it’s what every customer can do with your brand’s products.
With clear perspective and execution, the rewards of lending a personal touch to your brand’s CX far outweigh the inherent risk.
Discover Resulticks’ cutting-edge omnichannel CX personalization solutions by scheduling a meeting with our experts.
Meeting new consumer needs and expectations is critical to business success.Learn more
According to Deloitte digital report, Customer Experience is the top most priority for businessLearn more
According to Omnichannel Research Report India, more than two in five Indian marketers have setLearn more
Agile marketing is more than just a buzzword these days – it’s the new standard. The success ofLearn more
Excellent customer service and experience are key in the insurance industry.Learn more