CONNECT WITH US
Social Media

Social Media

I’ve Watched Companies Unlock Customer Loyalty With Data They Had All Along. Here’s How.

Entrepreneur — Social Media logo

Published on

Add as a preferred source on Google
I’ve Watched Companies Unlock Customer Loyalty With Data They Had All Along. Here’s How.

The data to win loyalty already exists; it just needs to reach customers when they need help.

A customer calls in. They’ve been with you for six years. The rep asks for their account number for the third time on the same call.

I’ve sat in enough boardrooms to recognize the moment a personalization pitch starts to unravel. Someone walks through the birthday email campaign, the loyalty tier upgrades and the perfectly timed discount code. Everyone nods. Then I ask one question: What happens when that same customer calls with a problem? The room goes quiet, because everyone already knows the answer. That customer is about to repeat their account number three times to someone who has no idea who they are. I’ve watched this scene play out across industries.

Too often, personalization lives in the marketing layer and disappears the moment the customer needs something. Real personalization means the system knows what the customer needs before they have to explain it, at every touchpoint, not just the ones marketing controls. I call this discipline Customer ME Experience: designing every interaction to adapt to the person in front of it. The goal is for customers to feel understood — not processed.

Most journey maps are drawn around departments and org charts rather than around what actually happens to the person moving through them. That’s backwards. Customers don’t care how you’re organized. They care about what happens to them, so start there.

The good news is that finding where the journey breaks doesn’t require new software.


Source link
Related Topics:Social Media

Disclaimer

We strive to uphold the highest ethical standards in all of our reporting and coverage. We TheMorningPulse.fyi want to be transparent with our readers about any potential conflicts of interest that may arise in our work. It's possible that some of the investors we feature may have connections to other businesses, including competitors or companies we write about. However, we want to assure our readers that this will not have any impact on the integrity or impartiality of our reporting. We are committed to delivering accurate, unbiased news and information to our audience, and we will continue to uphold our ethics and principles in all of our work. Thank you for your trust and support.