8 tips to spark customer loyalty using data
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An experimentation framework allows you to be actively testing a number of different hypotheses. Because the reality is, many of those are going to fail, but that’s not failure— it's learning. It's telling you what's not working.”
There's a real opportunity to be a lot more transparent with data and make sure that retailers are actually pushing things to customers that they care about. It's going to do a lot to create brand trust and loyalty in the long term.”
Data from customer service interactions, such as chat logs and call transcripts, provide insights into common customer concerns. Collecting this data, using AI to learn from it, and starting to address those needs— perhaps through a bot— can help retailers improve customer support processes and address recurring issues promptly.
When customers have a good service experience, 89% of them are more inclined to buy from the same company again.
See what happens when data is used to deliver highly personalized experiences.
Nate buys a pair of black gloves online, but when he receives his order, they’re the wrong size. When he calls customer service, two things could happen…
“Hi Nate. Are you calling about your recent purchase of black gloves?"
-or-
"Hi, how can I help you today?"
The first response is so personalized, that it creates a wow moment for Nate. He can immediately see the connectivity of his online purchase and his offline conversation with the customer service rep - and he can skip having to provide his order number and other details.
Not only does hyper-personalization dramatically change the customer’s experience for the better, it also makes it easier for the customer service rep to interact more positively and intentionally.
If all of a retailer’s experiences are powered through a single content library or one set of components– perhaps an Alexa experience, an app, a website– that means fewer moments of friction for the customer.”