Personalization and Creativity in Customer Experience

Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams. They discuss how organizations businesses can ensure customer renewals and expansion by creating personalized customer experiences.

 Top Takeaways:  

·      The customer who makes the decision to buy a product may not be the same person who uses the product. Businesses need to get to know and personalize the experience for both types of customers.

·      Businesses may start focusing on one type buyer persona but as they scale, they will need to create different types of experiences or services for different types of people.

·      You don't need to be Amazon to create a personalized experience. Most of the time, it only takes a few questions to figure out what is important to your customers and personalize your offerings to them.

·      Companies need data about their customers so they can continue to automate and personalize customer experiences even as they scale.

·      Data helps with personalization both in sales and in customer service. The more you know about your customers, the more personalized the support that you can provide can be. This creates a confidence between the customers and the business.

·      Leaders need to create an environment that encourages front line employees to bring ideas on how to make the customer experience better.

 Quote:   

“Every business is a subscription business. Whether it is a typical subscription renewal of the customer deciding to continue to do business with the business, the goal is to make sure your customers come back instead of going to a competitor.”

About:   

Noa Danon is the Co-Founder and CEO of EverAfter. Noa’s vision for EverAfter was heavily influenced by her experiences as a product manager, where she observed the disconnect between the user and product experience. EverAfter was created exactly to meet that need, allowing companies to personalize the customer experience beginning with the initial contract all the way through renewal and expansion.

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

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