The way to impact customer behavior today is through the delivery of timely, relevant, and even surprising offers that speak directly to the individual consumer—offers that aren’t static, but dynamic and highly personalized. Personalization has a direct correlation to incremental revenue and increased conversion rate.
Instead of sending a generic $1 off coupon, consider the impact of saying something like, “John, we know you like to start your weekday mornings with a coffee and a breakfast sandwich, so why not treat yourself to an afternoon pick-me-up?”
This level of familiarity and reward makes a brand stand out—and it raises the bar for the customer’s other brand experiences. It’s service that goes above and beyond, and because it’s so highly relevant, it doesn’t necessarily feel intrusive.
92% of marketing professionals see personalization as a “crucial” element of the customer experience, yet 51% say that their organization cannot deliver the personalization its customers crave. (Verndale)
In order to create a truly personalized consumer experience, your acquisition and loyalty program campaigns should be personalized based on a complete customer profile which includes demographic, psychographic, and in-store and online behavior. Combined with analytics that provide insights at the program, customer, and store level, artificial intelligence/machine learning technologies can also be used to predict consumer behavior—including customer affinities, churn rates, and sentiments. Based on these characteristics, customer segments of all different types can be designed and targeted with specific campaigns to drive desired behaviors.
The Punchh Solution
Punchh provides you with the data to create sophisticated, personalized, and segmented campaigns. Our 360° customer insights include demographics, behavior, recency, visits, spend, and location. Our segmentation is based on hundreds of customer attributes, meaning you will have support for both static and dynamic segments. With this information you can execute compelling campaigns and programs that will drive the value of each and every one of your customers.
To learn more about how to create personalized experiences for your customers, download our ‘Top 5 Customer Experience Trends for Convenience Stores’ resource.