Personalizing the Customer Experience in Real Time
Consumers shopping online today are searching for more than a quick bargain. They're looking for brands that value their loyalty, provide quality service that's available when they need it, and deliver a site experience that's effortless and, most importantly, personalized to their specific needs and preferences. In fact, according to a recent IBM survey, more consumers are willing to actively share information if it means they'll receive a more personalized shopping experience. There's no denying it — providing a personalized online experience is essential for any retailer looking to win new customers and retain existing ones.
The growing popularity of mobile devices and social networks has changed consumer expectations and the way they engage with online brands. They're looking for more than a one-size-fits-all experience. To accomplish this, retailers are seeking ways to deliver an intelligent and personalized online experience, similar to an in-store experience.
The Elements of Real-Time Personalization
Data-driven personalization provides e-retailers with the opportunity to give each consumer their own unique experience based on their preferences, location, purchase history and more. In fact, new technologies can drive personalized content and messages to online visitors in real time, making the shopping experience more compelling.
LivePerson's latest application, LP Marketer, offers an intuitive user interface that allows business owners and online marketers to create and launch advanced on-site marketing campaigns quickly and effortlessly. For example, certain content can be displayed for a visitor entering a site for the first time, whereas entirely different content might be displayed for a VIP customer. Special seasonal items can be promoted on the fly or a particular service can be highlighted based on the visitor's previous purchases. Retailers can configure the system to monitor visitors based on dozens of targeting attributes and on-site behaviors.
When e-retailers use intelligent engagement tools to present site visitors with complementary products and promotions relevant to their history and preferences, they're not only creating a truly meaningful and memorable customer experience, they're building customer satisfaction and brand loyalty. Offering a compelling site experience for each visitor dramatically improves conversion rates, transaction values and retention levels.