Para personalizar y mejorar la experiencia del cliente, el primer paso es entender quiénes son y qué valoran. Esto solo es posible a gran escala con datos: feedback solicitado, no solicitado y datos de comportamiento. Usa este conocimiento para adaptar dinámicamente comunicaciones, contactos y ofertas a sus contextos. Empodera a tus colaboradores con herramientas, formación y ¿por qué no potenciar las interacciones y habilidades humanas empáticas con recomendaciones de IA? Hacer con esto de la personalización un esfuerzo continuo, aprendiendo y adaptándote a tus clientes. Tengo convicción que este enfoque construye confianza, conexiones emocionales y lealtad. Éxito!

1. Ownership. Own every job you do and teach your employees to do the same. 2. Transparency. Be as transparent as possible about everything, but also, if something went wrong. Own and it and provide a solution that works. 3. Be prepared. Prepare as much as possible. When I went in front of customers, I wanted to make sure everything went as smoothly as possible. I did this by preparing beforehand, so my knowledge was up to date and my equipment was ready. 4. Be as thorough as possible. Avoid anything that can cause a return visit. I once had someone question my work to the customer. The customer wasn't having it. Why? Because I had shown them everything I did and so they were able to see my work, so there were no doubts.

To boost customer loyalty, it requires a deep understanding of the entire customer journey. Start by mapping each touchpoint, identifying where your ICPs encounter challenges, and tailoring communication to address their specific needs. Personalization isn’t just about addressing customers by name—it’s about consistently providing relevant, solution-oriented interactions at every stage of their journey. By leveraging data and insights, segment your audience based on their unique challenges and preferences. Demonstrate that you understand their needs and care about their success. Consistency is critical—ensuring that every email, call, or interaction aligns with their expectations and builds trust over time.

Si quieres fidelizar a un cliente y quebrar las barreras psicológicas con las que llegan a ti, te recomiendo: - Da la bienvenida con una sonrisa y tono de voz amigable. - Preséntate con tu nombre. (Humanízate) - Comunica que estás ahí para ayudarlo y que estarás atento para absolver sus dudas o requerimientos. - Dale espacio. No quieres que el cliente se sienta incómodo o ser esos vendedores que son la sombra del consumidor. - En lo posible, pregunta el nombre del cliente. - Aplica la técnica del rapport y demás estrategias de PNL. Recuerda que lo más importante en cualquier interacción es tu comunicación no verbal y mantener una escucha activa. Mantente seguro de ti, trasmite confianza y posiciónate como un especialista.

So you want to ''truly'' boost Customer Loyalty? Make excellent CX and Personalization the core of every interaction. For executives out there reading this, it’s about recognizing that customers today expect experiences tailored to their unique preferences and values (not a one size fits all). By leveraging data, insights (from customer and staff) thoughtfully, we can craft interactions that resonate on a personal level, making each customer feel understood and valued. Personalization isn’t just a ''nice-to-have''; it’s a Strategy. When CX is prioritized at the executive level, it becomes a powerful lever for sustainable competitive advantage

O ponto mais importante para interações personalizadas é conhecer bem o seu cliente. Saber qual o melhor canal de comunicação para falar com ele, que tipo de tema é relevante, se existe alguma particularidade do nicho (pode ser algo pela região, pela idade, um segmento de atuação específico), ou seja, se você tiver informações sobre seu cliente e souber usá-las da maneira correta, junto com uma entrega de qualidade, ele se sentirá especial e será fiel à sua marca.

1. Conocer a fondo al cliente para personalizar las ofertas: - Argumento: Utiliza herramientas de CRM, para analizar datos, como historial de compras, preferencias, gustos, esto permite anticiparte a las necesidades del cliente y diseñar interacciones que resuenen con ellos. - Resultado: El cliente percibe que realmente lo conoces y valoras, lo que fomenta lealtad. 2. Crear experiencias únicas a través del contacto personal - Momentos WOW - Argumento: Usa la información disponible para generar comunicaciones personalizadas, como reuniones cara a cara, además, ofrece un seguimiento continuo adaptado a sus cambios de vida (nuevo trabajo, hijos, etc). - Resultado: Una experiencia altamente personalizada, que refuerza el vínculo emocional. #RG

In healthcare, we have a lot of data that can enable us to personalize experiences. Typically the greatest challenge is making sense of that data and getting it to people who can action on it. It requires mature technology and processes to change organizational behavior. But it is possible. One meaningful way we can personalize experiences with repeat patients is to be able to see their history of experiences. If you don’t have information about them, you need to be able to segment your patient experience database, and understand what types of experiences similar patients have had. The more you’re able to draw from those previous experiences, you can work to proactively meet the needs of future patients.

Na dia a dia das nossas operações com Pandora, Lacoste, AbInbev, entre outros, personalizamos a experiência do cliente usando três pilares: 1. Dados e IA: Utilizamos inteligência artificial para antecipar necessidades, tornando cada interação relevante e oportuna. 2. Integração Omnichannel com CRM: Com Zendesk e integrações, mapeamos o histórico completo do cliente em todos os canais, permitindo respostas precisas e uma experiência consistente e personalizada. 3. Feedback Contínuo: Adaptamos nossas estratégias com base no feedback de clientes e equipe, ajustando a personalização às necessidades em constante evolução. Com essa abordagem, criamos relações duradouras, onde cada cliente sente que sua experiência é única e relevante.

For a customer to continue trusting my brand/product/ service and buy from us repeatedly vs the competitors I always ensure we offer 1. Quality,reliable and affodable 2.Exceptional after sales support 3.Share escalation matrix incase of communication 4. Online suggestiom box 5.Customer care support line 24/7