Creating Personalized Experiences at Scale

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Top Takeaways:

• The customer who makes the decision to buy a product may not be the same person who uses the product. Businesses need to get to know and personalize the experience for both types of customers.
• Businesses may start focusing on one type of buyer persona but as they scale, they will need to create different types of experiences or services for different types of people.
• You don’t need to be Amazon to create a personalized experience. Most of the time, it only takes a few questions to figure out what is important to your customers and personalize your offerings to them.
• Companies need data about their customers so they can continue to automate and personalize customer experiences even as they scale.
• Data helps with personalization both in sales and in customer service. The more you know about your customers, the more personalized the support that you can provide can be. This creates confidence between the customers and the business.
• Leaders need to create an environment that encourages front line employees to bring ideas on how to make the customer experience better.

Quotes:

“Every business is a subscription business. Whether it is a typical subscription renewal of the customer deciding to continue to do business with the business, the goal is to make sure your customers come back instead of going to a competitor.”

“Getting the customers to come back and do business with you is far less expensive than getting new ones to replace ones that are lost.”

“Encourage creativity within your team because they are the ones who work with your customers. They have insights on what can make customers happy, which are oftentimes very simple and easy.”

About:

Noa Danon is the Co-Founder and CEO of EverAfter. Noa’s vision for EverAfter was heavily influenced by her experiences as a product manager, where she observed the disconnect between the user and product experience. EverAfter was created exactly to meet that need, allowing companies to personalize the customer experience beginning with the initial contract all the way through renewal and expansion.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

1. What is subscription as a service?
2. How do you personalize the customer experience?
3. How do you achieve personalization at scale?
4. Why is customer renewal so important?
5. Is customer churn costly?