Survey: Organizations Continue to Focus on Personalization

Today’s consumers are tired of dealing with businesses that treat them like just another customer. Rather than receiving impersonal marketing messages, consumers want to be given information that’s tied directly to their needs and preferences.

Knowing how important providing a tailored user experience is to consumers, many businesses are adopting a more personalized approach to marketing. In fact, a recent survey from Adobe and Econsultancy titled, “2016 Digital Trends,”  focusing on the individual is at the top of businesses’ priority list.

For instance, marketers listed the following areas as their top concerns: personalization (31percent), content optimization (29 percent) and social media engagement (25 percent). What’s more, over a fifth (22 percent) of client-side respondents ranked optimizing the customer experience as the single most exciting opportunity for the year ahead.

So what does this mean for contact centers?

Consumers are using different channels – for example phone, mail and Web – to interact with companies, which means that companies must provide a personalized experience across all channels.

Luckily, there are integrated marketing solutions that can help contact center leaders provide consumers with a seamless and personalized experience via phone, mail and the web. For example, InfoCision’s Business intelligence Group, which is comprised of strategic marketing experts and IT professionals, can provide actionable recommendations to improve your bottom line.

So rather than sending generic messages to your audience and hoping that it fosters positive results, you can get to know your customers better and maximize your ROI with a truly unique and tailored customer experience.

Personalization will continue to be important as customers’ expectations remain high. As a forward thinking contact center leader, it’s your job to implement a multichannel strategy that speaks to individual preferences. Luckily, there’s technology available that will help you reach this goal.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.