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opurbo c
Jul 28, 2022
In Music Forum
The next step in successful personalization is creating an omnichannel customer experience. Let's take Apple's support page as an example. They allow customers and customer service representatives to resolve issues through multiple channels. Customers can detail issues over the phone or browse the knowledge base. You can bet that when Apple's support reps call you, they have a solution ready for you. Large retailers such as H&M use AI technology to Latest Mailing Database provide a tailored shopping experience. H&M has launched a chatbot that can act as a virtual personal designer. The bot will ask questions and make recommendations based on the customer's choice. The bot collects data provided by customers and adds other data that H&M has about a specific customer, such as his/her browsing history, email messages, purchase history, etc. In this way, the customer's profile is more personalized and H&M can provide better recommendations next time. Gather feedback Just like all other types of data, feedback can help you personalize the customer experience. So how do you gather valuable feedback from your customers? The easiest way to do this is through an NPS (Net Promoter Score) survey. NPS surveys will measure the willingness of customers to recommend your company's products or services to others. All you have to do is ask a question and have the customer rate the answer on a scale from 0 to 10. Image credit: HotJar After collecting your answers, you can divide your customers into three categories: 0 – 6: Opponents – Dissatisfied or dissatisfied with your service. 7 – 8: Neutral – Satisfied to some extent, but can accept other offers from competitors. 9-10: Promoters – They are the evangelists of your brand. With this data, you can segment your customers and personalize your follow-up communications with them. For example, for: Critics : Identify their problem and ask them for more details to ensure you can provide the right solution. Neutral : Ask them what they like and dislike about the product. Give them special offers if necessary. Recommenders : Ask them what they would say if they were to recommend your product or service to a friend. NPS surveys are an effective way to get feedback from customers. Not only will you gain valuable insights, but you'll also show your customers that their opinions are important to you.
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