We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors comprise the overall customer experience, including user experience (UX), personalization and emotional connection. Personalization is a crucial attribute that makes up the customer experience category. Personalized customer experience may seem unnecessary in your business model, but its impact cannot be overstated.
A personalized customer experience provides satisfaction and retention, reinforcing positive brand identity in the customer’s head. It drives higher conversion rates for businesses looking to close sales. Additionally, it helps to reduce customer churn to keep your customers loyal. When customers feel valued, they tend to stick around.