Epsilon report reveals that 80% of consumers are more likely to do business with companies that offer personalised experiences.
This piece says that brands should understand customers by gaining insights about them by using third-party tools to understand customer pain points. Further leveraging customer insights to offer personalised experiences can help marketers build-up customer loyalty.
Analysing website traffic can further the marketers understanding of what consumers are looking for their websites. Using these insights, brands can include FAQs about their most searched queries helping their knowledge base articles rank on Google. Apart from assisting marketers to answer consumer queries more efficiently, this can direct more organic traffic to the site.
The author suggests that marketers should respond to all forms of customer feedback, including adverse comments. Enabling a live-chat option to respond to consumers in real-time can advance customer loyalty.
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