Delivering an Amazing Customer Experience through Seamless Self-Service and Human Interactions
Shep Hyken interviews Eric Melchor, Partnerships & Personalization Ambassador at OptiMonk, a company that helps brands improve their customers' shopping experience through personalization. He talks about how personalization can help businesses increase sales and nurture loyal customers.
Top Takeaways: 
Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product.

A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.

How does personalization impact the bottom line?


Better return on ad spend. Personalization can help you get a better return on investment if you are doing paid ads.

Personalization can decrease cart abandonment.

Personalization helps you grow your email list faster.

A personalized experience increases your average order value.


When a customer adds something to their cart but doesn't make a purchase, provide a quick survey to find out what prevented them from buying. You will get so many insights about the obstacles your customers face in their journey that will help you create a personalized experience for them. 

Plus, Eric shares his easiest, simplest, and most cost-effective suggestion for getting a website to become more personalized. Tune in!
Quote:
"Personalization used to cost a lot. But now, businesses have access to tools and applications to create personalized messages for each customer segment that does not require coding or a big IT team."


About: 
Eric Melchor is the Partnerships & Personalization Ambassador at OptiMonk. He is the host of Innovators Can Laugh, a podcast where he interviews European startups.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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