We are all aware that as online commerce booms, sales has lost a lot of that “human” factor. How many times have you tried to buy something, tried to get tech support and got the automated menu otherwise known as a black hole of time? In this article, we are reminded as business owners that your personal touch and ability to adjust to meet your customers’ individual needs. With so many different options to choose from, you have to be the factor that earns customer loyalty, not your product or service.
- Dealing with customers in context can equate with personalization, as many people define it.
- For example, a hotel guest happily consuming services via a smartphone application might need to interact directly with a human for something unforeseen.
- All of this contributes directly to the idea of the fat pipeline in which automation, proactive personalization, contextual interaction and journey mapping contribute to keeping more customers in play than traditional actions that focus on particular groups deemed more likely to transact.
“Dealing with customers in context can equate with personalization, as many people define it.”