Curating a positive customer experience is one of the most important areas of focus for a company. There are two important ways to produce this: strong brand consistency and hyper-personalization. Both have been proven to increase revenues when executed properly by a large number of major companies, including Spotify, Amazon, and easyJet. Brand consistency is when there is a uniform voice behind all of the messaging and value statements that a customer is exposed to, along with their own customer experience. Every channel must be consistent, spanning social media, emails, and websites. There is a staggering 90% of companies that face challenges with inconsistent branding, so this is an area of improvement for most companies.
Hyper-personalization is when a customer receives a curated shopping experience, such as ads that are tailored to their favorite interests or recommendations to products they’ve expressed interest in. AI has been a great tool for this method, as it tracks real-time data to provide customized recommendations.
Infographic by: brandguard
