The value of a personalised customer experience

Published on 12 December 2012 by in Latest News

personalised customer experience The value of a personalised customer experience

According to an e-commerce survey published this week, improving the online customer experience could encourage 40 per cent of shoppers to increase the amount they spend on the Internet.

According to the survey, one of the most important online trends is a move towards more personalised services, automatically catered to the needs of each individual visitor. For retailers, this means considering a variety of different factors related to the customer and their requirements; from the way they access a retailer’s site, to their personal product preferences.

Primarily, given the huge growth of the mobile commerce industry, modern retailers must ensure their sites are compatible with a number of different devices. To meet this demand, 35 per cent of brands now report a web presence designed specifically for mobile, either through creating dedicated sites and shopping apps or using responsive-design to automatically show consumers the optimised version of the site for their device.

Beyond this step, many e-commerce sites are also paying greater attention to the previous browsing and purchase behaviour of their customers in order to personalise their customer interaction management. A recent piece of research goes as far as to suggest that offering customers personalised purchase recommendations based on their previous interaction with the site could increase conversion rates by as much as 20 per cent.

Rather than simply inducing customers to purchase products initially however, personalised service is also an important factor in the remainder of the customer journey, including after sales care. Providing customer service assistants with a unique-record view of each customer enables a company to more effectively deal with individual queries, boosting satisfaction. This can then lead to a reduction in negative customer reviews, potentially proving crucial given that 54 per cent of consumers reportedly consult recommendations and ratings before purchasing a product.

Get in touch with numero to discuss how CIM technology could allow your business to deliver a more personalised customer experience.

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3 Customer service trends providing great customer experiences

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