Let’s Get Radically Personal 

As we all know, the world has changed. It’s changed in that we’re living in a world where we talk about social distancing and flattening the curve. And as a result, we’ve seen the explosion of ecommerce and digital commerce as the main way we as consumers engage with the companies and brands that we love.  

And as consumers, our expectations continue to evolve.  In a time of chaos, consumers find comfort in personalised service—and the connection, speed, and ease it brings. 

Some Quick Facts  

79% say personalised service is more important than personalised marketing 

86% expect conversations with agents to seamlessly move between channels 

84% go out of their way to spend more money with great experiences 

Consumers want to be known.  

The best experiences are personalised. Consumers want to be known by their name, they don’t want to be treated like a case or a ticket. They expect companies to know their history, and have insight into why they are reaching out and to suggest things that might help. This is what we are now calling being Radically Personal.  

It not only brings a smile to a customer’s face, but empowers companies to transform customer service from a cost centre to a revenue centre, and in doing so companies can be more efficient and effective. 

Personalised service matters more than ever Personalised service is nearly four times more important to consumers than personalised marketing. Which is more important? 

Show me that you know me.

The three most important things brands should know about consumers: who they are, what you talked about previously, and their purchase history. The Top Three things a brand should know: 

No one wants to feel like a ticket.

Many customer support teams still center their support around cases instead of customers. Only 36% of consumers feel like a unique individual when engaging with customer service. 

Consumers expect you to talk with them wherever they are. 

Think of how we all communicate with friends and family—starting on text, jumping on the phone, following up with an email. Consumers expect to use those same channels when communicating with brands they love. And as they move from one channel to the next, they expect it to be one seamless lifelong conversation. No one wants to repeat themselves every time they continue a conversation.  

What makes the best experience? 

In today’s world, consumers want their issues resolved quickly, don’t want to repeat themselves, and would love to use their channel of choice. More than half of consumers say that in the best experiences they feel like they’re having one conversation. 

One lifelong conversation.

The top channels consumers want to move between are phone, email, live chat, and SMS. They expect their conversations to continue seamlessly no matter how many times they change channels. And they really don’t want to repeat themselves. 73% say one of their biggest frustrations is having to repeat themselves multiple times. 

86% of consumers expect conversations with agents to seamlessly move between channels. 

The future looks digital.

Phone and email continue to be the channels that are used most frequently. Millennials use digital channels more than any other age group: Facebook 35%, Twitter 24% and Whatsapp 17%.

Consumers value empowered problem-solvers.

These days consumers of all ages rely on customer service more than ever—for connection, for speed, and for a purchase recommendation. At times when they can’t be face to face with a store associate, consumers want support heroes that are empowered problem solvers. And after a great customer service experience, they go out of their way to spend more and advocate your brand to friends, family, and over social channels.  

Great experiences pay.

A great experience is worth it to consumers. A whopping eight of ten people will go out of their way to spend more money with the brands they love.

Which agents are loved most? 

Now more than ever, speed and expertise matter. On everything from reservation changes to purchase recommendations, consumers want to be supported by an Empowered Problem Solver with the knowledge and authority to answer any question and resolve any issue.

Personalised experiences create evangelists 77% recommend a brand to friends and family if they provide a more Personalised experience. And more than half would recommend the company on social media or review sites.

Are You Ready For Radically Personal Customer Expectations? 

Put people at the centre.

79% of consumers say Personalised service is more important than Personalised marketing—make every customer feel known at hello. Build a single lifelong conversation 86% of consumers expect conversations with agents to seamlessly move between channels—build one continuous conversation across all channels. Create wildly productive heroes 84% of consumers go out of their way to spend more money with great experiences—turn your agents int revenue generating customer service heroes.