Personalization before Customer Experience

- Personalization before Customer Experience: Customer Experience is about understanding, prediction and taking the right interaction at the right time. It's about afull service offer and the


Customer Experience is about understanding, prediction and taking the right interaction at the right time. It’s about a full service offer and the “platform thinking”. …but what was before the big buzzword #CustomerExperience?

We talked about #Personalization. This isn’t just putting the name in the salutation of an e-mail or re-targeting a user for weeks.

Before we want to build the right customer experience platform we should think about if we have done everything we can do easily in direction of personalization.

  • Personalized start page
  • Product- or content recommendations based on personal needs / interests or current situations like weather
  • Personalized communication through all channels, online and offline
  • Personalization through after sales communication and offerings (directly after the sale, but also days, weeks, month later)
  • “Welcome back” or “Welcome back Sven” message
  • Personalized offers and discounts
  • Setting up a bonus system
  • “Remember” the last session (shopping card etc.) on a webpage not only for a couple of minutes or some hours…. keeps it open for month

 
Just one example…

Sometimes user placing things in a shopping card as a note list and they take time (weeks / month) to find the right things. It’s winter time right now, but I like mountain biking. On www.bike24.de I was looking what else I need next summer like repair tools, clothing, etc. All my ideas I placed in the shopping card once and was surprised month later that this still exist, so I didn’t need to start from scratch. Meanwhile www.bike24.de is the starting point for me if I need something for biking.

…this is also personalization! So have we already done this old personalization homework if we talk about #CustomerExperience?


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Customer Experience & Digital Transformation