Brands today face a complex challenge when it comes to personalisation. On one hand, customers have grown more and more concerned over how businesses are using their information, stressing the importance of data security and privacy protections. On the other hand, they’re also demanding tailored experiences that cater to their
Trying to boost sales? Personalisation is a practical strategy that helps businesses stay relevant. Epsilon found that an overwhelming majority of consumers (90%) find personalisation appealing, with 80% more likely to do business with a company that offers personalised experiences. Buyers are more sophisticated now. Rather than one-and-done transactional relationships,
Video personalisation is an incredible tool for customer engagement, letting you deliver tailored, relevant information in a format that’s compelling and easy to digest. It’s no wonder major brands are turning to Personalised Video to capture attention and drive action, especially since you can now develop and launch campaigns quickly,
When something is broken in your business, it can be difficult to come together as a team and identify the root of the problem. In the case of customer churn, however, there’s a strong consensus among industry experts who say that your broader customer experience strategy has a profound impact
Gone are the days of customers choosing to work with an insurance company simply because there aren’t any other options. We don’t just get our news from word-of-mouth meetups with friends anymore, just as we don’t choose our insurance or financial companies based on who is available in our area.
According to an Ericsson survey, it takes smartphone users 4.1 days to successfully complete an interaction with a service provider, on average. And this has a massive impact on satisfaction levels — the number of satisfied customers decreases by nearly 30% after more than 1 day of trying to resolve
Our transition to an increasingly online world has made emotional marketing more important than ever. Interactions take place on screen instead of face to face. We text, rather than talk. This makes meaningful connections even harder, especially between brands and consumers. A study conducted by PwC found that 59% of
Customer preferences and needs change over time. Among the recent rising consumer trends is the demand for self-service options. A recent report revealed that 81% of consumers want more self-service options — yet, only 15% of them expressed a high level of satisfaction with the tools available to them today.
Building trust with your customers is one of the most effective ways to retain customers long-term and benefit from their word-of-mouth referrals. Every business wants to score customers for life — and trust is key to locking in those relationships. When a consumer trusts a brand, they’re more likely to:
Defined as the generation born from 1981 to 1996, millennials have long evolved past their stereotypes as tech-savvy teens. Well into their late 20s to early 40s, this cohort is now settling into established careers, starting families and making major financial moves. And as the generation with the most buying
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