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Dedicated customer care and personalized experiences: how to create strong customer relationships

17 May 2023

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SUMMARY

Immersive customer experience: between changing expectations and demands for personalization The change in customers’ expectations has changed the customer care. Users want companies to use the data available to them to provide truly personalized experiences and go beyond typical marketing activities. This is one of the latest trends in the customer experience immersive, which is based on the fact that people want to be listened to and valued as customers and not regarded as mere transactions. Suffice it to say that, according to a study conducted by Zendesk, a superior CX can provide a significant boost to revenues, so much so that 75 percent of executives expect volume to increase in the next twelve months. Customers at the center of attention: the use of personal data and dedicated customer care In the current landscape, many organizations have a rather limited view of the concept of personalization, and this is in stark contrast to the needs of consumers, as many as 62 percent of customers believe that companies can do better. People increasingly want to have experiences where they feel unique and the center of attention, considered and pampered. It is no longer considered satisfactory to be included in a segment…

Immersive customer experience: between changing expectations and demands for personalization

The change in customers’ expectations has changed the customer care. Users want companies to use the data available to them to provide truly personalized experiences and go beyond typical marketing activities. This is one of the latest trends in the customer experience immersive, which is based on the fact that people want to be listened to and valued as customers and not regarded as mere transactions. Suffice it to say that, according to a study conducted by Zendesk, a superior CX can provide a significant boost to revenues, so much so that 75 percent of executives expect volume to increase in the next twelve months.

Customers at the center of attention: the use of personal data and dedicated customer care

In the current landscape, many organizations have a rather limited view of the concept of personalization, and this is in stark contrast to the needs of consumers, as many as 62 percent of customers believe that companies can do better. People increasingly want to have experiences where they feel unique and the center of attention, considered and pampered. It is no longer considered satisfactory to be included in a segment that includes thousands of people, without the slightest consideration of each individual’s specific preferences.

59% of consumers believe that companies should use The data they collect on customers to personalize their experiences, along the lines of what may happen in a physical store of which one is a regular visitor: the staff greets by name, already knows what the visitor may need, perhaps asks a question on the topic last discussed.

Immersive customer experience and the expectations of personalization

Customer care that delivers personalized customer service experiences will be rewarded with stronger and longer-lasting relationships with customers, The real engine of any organization’s activities. Zendesk’s study shows that 77 percent of executives are aware that deeper personalization leads to more increased retention and that 66 percent of managers believe it also reduces acquisition costs.

It emerges, however, that the personalization of marketing communications has yet to grow and that many realities do not yet know how to use the data they have. A situation burdened by the silo organization that prevents large-scale information sharing. Multiple plans, all focused on marketing, are based on customer segmentation and demographic data, in stark contrast to the personalization that customers demand.

How to create an immersive and personalized customer experience: the proper use of customer data

To provide an immersive customer experience, it is necessary to link data in the back-end (so as to break down isolated data stores) and create systems to bring out the right data when agents need it most. Harnessing the often untapped potential of care data will enable ever deeper personalization.

Zendesk’s study found that 79 percent of respondents believe that care data is invaluable and should be used to promote personalization initiatives, but only 22 percent of executives say their respective organizations share data effectively.

The picture of the situation is clear when four data points are considered: 82% are interested in combining service data with customer feedback data; 79% would like to employ service information with product information; 78% would like to analyze it with sales information; and 77% with marketing information.

For example, support data can provide a range of information i, including ticket volume, wait time, sentiment, CSAT, channel used for contact, time taken to complete a ticket, history and transcript of interactions, and the reasons for the interaction itself.

Planning and investing in immersive customer

In order to meet customer expectations for immersive CX, management must understand the importance of personalization in this regard, as well as plan and invest accordingly.

Service-related data are fed directly into CRMs (customer relationship management platforms), so that customer feedback is combined with information about the company in order to process increasingly effective organizational strategies.

INGO supports companies in building bots for customizable conversations, so that they respond to customers quickly, offering consistent and personalized experiences.

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