5 Ways to Personalize the Customer Experience to Please Shoppers + Infographic

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5 Ways to Personalize the Customer Experience to Please Shoppers

81% of respondents in a recent survey indicated that they are more likely to shop in a business that provides an overall customized shopping experience, whether the customer experience occurred online or in-store. Here are five ways to personalize the customer experience.

Would it help your business if you could personalize the customer experience?

Isn’t it disheartening to think that you might be annoying your customers by promoting the wrong products or services to them – or worse – that you are wasting precious marketing resources trying to sell them the same products or services they already own or already purchase from your business?

Marketingcharts.com shared an April survey of 418 US adults by Instant.ly which revealed that 81% of US shoppers are more likely to shop in a store that provides an overall customized shopping experience, whether shopping in a brick-and-mortar store or shopping online. With such an overwhelming majority, you would think that retailers and e-tailers alike would be investing in ways to personalize the customer experience; however, this does not seem to be the case.

Take a recent Gallup study of 9,000 banking customers. Even the most fully engaged customers expressed frustration about the marketing promotion they received from their own financial institutions:

  • 66% said their bank’s offers were too generic or general
  • 41% found their bank’s offers annoying and
  • 53% said they already owned the very same products their bank was promoting to them

Here are five ways to personalize the customer experience and increase marketing ROI as a result.

Marketing Strategy: 5 Ways to Personalize the Customer Experience

1. Personalized Offers and Coupons

Sending the wrong offers and coupons is like trying to entice cat owners to buy from you using special offers on dog food. If tracking customer purchases and using the data to extend more intelligent offers to them is not an option, consider using polls and surveys to get a better idea of what your customers really want.

2. Personalized Loyalty Incentives and Rewards

It’s unrealistic to think that all of your customers can be incentivized to purchase from your business or refer others to you with a single reward or a single type of incentive. By personalizing rewards and incentives, you are signaling to your customers that they are important to you – so much so that you are willing to find out what they want most, and give it to them!

3. Personalized Interactions

Recognize regular customers whether they show up at your business online or in person. Do what you can to make regular customers feel like insiders by remembering their names, shopping preferences, favorite tables or menu items, regularly purchased items and service options, setting aside extra time to speak with them.

4. Personalized Experiences

In the Instant.ly survey, 75% of respondents said they make more purchases in a store if they are in a good mood. How can you improve the customer experience with your business to make this happen? Have you considered how the ambiance, lighting, scents, sounds, music, décor and other esthetics in your business may be contributing to – or distracting from – a customer’s mood? Are you making it easy for them to conduct business with you electronically?

The only way you can truly personalize – and improve – the customer experience in your business is to find out what customers want. Use surveys, polls, focus groups, email marketing, social networks and other tools at your disposal to find out whether there are elements of the customer experience they would like to see change or what they love most about doing business with you.

5. Personalized Follow Up

Nothing tells customers that you actually value their business then by actually telling them that you do!

  • Find some way to thank customers after they shop your business, even if they don’t always make a purchase
  • Follow up with a personalized offer for their next visit or personalized incentive that would encourage them to refer someone else to your business
  • Ask them to give you feedback about their last visit to your business in a survey or ask them to leave a review for your business online
  • Invite them to a deeper level of relationship with your business by inviting them to subscribe to your email newsletter, pointing them to valuable information available on your website or blog, or inviting them to enroll in rewards programs

You might also like: 5 Ways to Be Sure You Aren’t Ignoring Your Customers


My Factoring Brokers provides business cash advance financing with flexible options including repayment programs tailored to the unique needs of your business. One of the many ways you can use this capital is to grow your organization to the next level by implementing new loyalty, advertising or marketing programs to increase customer loyalty and satisfaction, or which can help you improve the customer experience at your place of business.


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