Delivering an Amazing Customer Experience through Seamless Self-Service and Human Interactions

Shep Hyken interviews Eric Melchor, Partnerships & Personalization Ambassador at OptiMonk, a company that helps brands improve their customers' shopping experience through personalization. He talks about how personalization can help businesses increase sales and nurture loyal customers.

Top Takeaways: 

• Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product.

• A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.

• How does personalization impact the bottom line?

• When a customer adds something to their cart but doesn't make a purchase, provide a quick survey to find out what prevented them from buying. You will get so many insights about the obstacles your customers face in their journey that will help you create a personalized experience for them. 

• Plus, Eric shares his easiest, simplest, and most cost-effective suggestion for getting a website to become more personalized. Tune in!

Quote:

"Personalization used to cost a lot. But now, businesses have access to tools and applications to create personalized messages for each customer segment that does not require coding or a big IT team."

About: 

Eric Melchor is the Partnerships & Personalization Ambassador at OptiMonk. He is the host of Innovators Can Laugh, a podcast where he interviews European startups.

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

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