A customer-centric approach is imperative for most businesses today, as there is so much competition that is all vying for the customer’s attention. Their satisfaction must be given top priority in every step of their interactions with a company. Two tactics that have worked well in setting companies apart are using hyper-personalization and maintaining brand consistency. These strategies have been proven to increase revenues across businesses of all sizes.
Maintaining a similar business image, which includes its message, values, logos, and general shopping experience, across all business channels is referred to as brand consistency. Using the same voice when communicating through email, social media, websites, and even chatbots is super important to retain customer attention. 90% of firms fail to provide consistent brand experiences, even though 76% of consumers express a desire for them. This puts businesses at risk of experiencing shorter sales cycles and confusion in the marketplace.
Hyper-personalization is made possible by AI and machine learning technology, which is able to make predictive suggestions based on past browsing and purchasing behavior. Major companies such as Amazon, Spotify, and Netflix have all used hyper-personalization tactics to deliver ads and product recommendations that are designed specifically for the individual’s taste. 90% of consumers find these tailored approaches desirable.
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