{"id":2501,"date":"2022-11-08T09:46:00","date_gmt":"2022-11-07T20:46:00","guid":{"rendered":"https:\/\/tasksoftware.com\/?p=2501"},"modified":"2023-03-30T10:49:34","modified_gmt":"2023-03-29T21:49:34","slug":"personalized-customer-engagement","status":"publish","type":"post","link":"https:\/\/tasksoftware.com\/au\/blog\/personalized-customer-engagement","title":{"rendered":"Everything You Need To Know About Personalized Customer Engagement"},"content":{"rendered":"\n

You\u2019ll find blogs everywhere talking about how to build personalized customer experiences. It\u2019s such a key part of the hospitality business that experts predict the customer experience management industry will be worth over 23.9 billion dollars by 2026<\/a>.<\/p>\n\n\n\n

But if we take a step back from the experience side of customer management, there\u2019s a part of building loyalty that\u2019s often overlooked \u2013 and that\u2019s personalized customer engagement.<\/p>\n\n\n\n

While experience and engagement are similar concepts, they should be treated quite differently when it comes to developing your brand and your image. In a nutshell, customer experience is concerned with how a guest perceives the service they get from a company. Customer engagement, on the other hand, is about the emotional relationship created between the patron and the brand.<\/p>\n\n\n\n

When it comes to personalization, your customer experience is about what you offer \u2013 but your engagement strategy is about how you offer it.<\/p>\n\n\n\n

If your QSR is trying to boost loyalty rates and improve your relationship with customers, then follow these core concepts to develop your personalization and improve your customer engagement.<\/p>\n\n\n\n

Transform engagement goals by using your customer lifecycle<\/h2>\n\n\n\n

Personalization ultimately helps brands capture and retain customers, which results in higher rates of loyalty and customer satisfaction. Over time, a personalized customer service strategy will lead to stronger revenue for hospitality businesses and happier guests.<\/p>\n\n\n\n

The key to developing personalization is realizing that customers require different levels and types of engagement throughout their journey with your brand.<\/p>\n\n\n\n

A customer who knows very little about a restaurant brand, for example, might find it off-putting to receive an onslaught of niche and impersonal offerings after their first purchase. However, a loyalty member who always orders the same menu item would respond well to a string of deals that target their tastes and help them save on their favorite items.<\/p>\n\n\n\n

Breaking down your customer experience can help ensure that your brand is communicating and engaging with guests effectively \u2013 and adding value at the right time, in the right way.<\/p>\n\n\n\n

Every brand is unique and will require a slightly different approach. On a basic level, however, these are the stages of a customer journey that present a different opportunity for customer engagement.<\/p>\n\n\n\n

The acquisition stage<\/h2>\n\n\n\n

Acquisition is about drawing in potential customers by sparking an interest in your brand. The more general awareness your business holds, the higher the chances consumers will see, recognize, and respond to your messaging.<\/p>\n\n\n\n

Today, acquisition is highly digital-focused. People are spending more and discovering more online than ever before. In fact, over 1 million dollars is spent every minute for online shopping<\/a> \u2013 showing us just how enormous the digital market has become.<\/p>\n\n\n\n

With so much competition in the digital marketing space, it\u2019s essential for brands to develop clear, inspiring, and relevant messaging to attract and intrigue new customers. Customers respond positively to personalized communication because it cuts through irrelevant digital messaging more effectively.<\/p>\n\n\n\n

Personalization at the acquisition stage should rely on targeting specific groups of customers.<\/p>\n\n\n\n

The retention stage<\/h2>\n\n\n\n

Once a customer has made an initial engagement with your brand, personalization should shift to the specific and known preferences of each individual to ensure they return in the future.<\/p>\n\n\n\n

Retention is about providing a valuable personalized customer experience, sending relevant recommendations, and making a meaningful personal connection. Doing this stage right is essential if you want to increase customer loyalty. 71 percent of customers expect personalized experiences<\/a> when interacting with a brand; delivering this with excellence is key.<\/p>\n\n\n\n

Personalization at this stage should focus on specific customer interests. Identifying communication and menu preferences based on collected customer data can help brands create better messaging and offers.<\/p>\n\n\n\n

The attrition stage<\/h2>\n\n\n\n

After a customer becomes loyal to a brand, businesses need to change their engagement goal to keep them from leaving prematurely. The attrition stage is often overlooked by companies, but it\u2019s important to remember that customers have a wealth of choice in today\u2019s flooded hospitality market \u2013 and could be tempted to shop around during an economic downturn. Retaining business is all about curating the best, most attractive offers and delivering personalized customer experiences at every stage of their journey.<\/p>\n\n\n\n

Customer engagement at the attrition stage should include asking for feedback from your valued guests to ensure you\u2019re making beneficial improvements to your customer experience. Personalization is often more accurate and easier at this point, as customers at this stage have demonstrated their preferences through their purchasing history. Customers expect brands to use that data to continuously communicate relevant and personal offers.<\/p>\n\n\n

<\/div>Connect Seamlessly With Your Customers<\/h3>

Employ an integrated POS system to drive a frictionless, omnichannel experience<\/a> across every touchpoint.<\/p>\n<\/p><\/div>\n\n\n

<\/p>\n\n\n\n

How does personalization play into customer engagement?<\/h2>\n\n\n\n

Developing a personalized customer experience can happen in many ways \u2013 but they all start with understanding your customer\u2019s needs by collecting and analyzing accurate customer data.<\/p>\n\n\n\n

Segmenting behaviors based on demographics can help with the initial phases of personalized engagement through messaging or marketing. Relevant areas may include demographics (age, location, gender, etc.) and psychographics (interests, values, or lifestyles).<\/p>\n\n\n\n

Customers make purchasing decisions based on the personality of a brand. If your company\u2019s offerings and values match their individual priorities, they are far more likely to engage.<\/p>\n\n\n\n

Providing personalized experiences is a truly multi-channel strategy. Brands should ensure that they:<\/p>\n\n\n\n