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Have you ever wondered, “When is the perfect moment to strike a chord with my audience?” Well, you’re in the right place! In Part 3 of our series on the power of personalization, we’re about to unveil the secret sauce to impeccable timing.

In Part 1 and Part 2, we covered the essentials of personalization – the “what” and “how” – diving into its importance and methods for successful implementation. Now, it’s time to unravel the mystery behind the “when” of personalization, the cornerstone of any truly impactful marketing campaign.

Envision this: a personalized message arriving at the exact moment your potential customer seeks a solution. That’s the beauty of well-timed personalization! In this insightful installment, we’ll delve into the art of pinpointing the ideal moments to implement personalized marketing, ensuring a meaningful connection with your audience. By tailoring marketing messages to individual customers, businesses can create more relevant and engaging experiences that drive higher engagement, loyalty, and, ultimately, revenue.

When are the personalization decisions made?

There are two different times a real-time personalization decision can be made: before the interaction or during the interaction.

Before: In some cases, there may be an offer waiting for customer hours, even days, before he visits a website or phones a call center. This form of personalization is fairly easy to implement because it only requires batch capabilities. Actually, when a decision is made in advance like this, it’s arguably not real-time at all. But many marketers confuse “inbound” marketing with “real-time” personalization— i.e., they think any offer presented during a live interaction, even if chosen in advance, is a real-time offer. But offers chosen in advance do not use context and so miss the opportunity to be as relevant as possible, factoring in the newest information learned about the customer (during the interaction itself). Many things could have changed from the time an offer was chosen in advance — new purchases, new visits online or in-store, and so forth.

Those factors may alter the effectiveness of the offer. If a customer purchased a shirt in your store yet receives a push notification for a discount on that shirt shortly thereafter, the overall effect is negative: a.) the offer is irrelevant to his needs, and b.) his experience with the brand becomes disjointed; you clearly do not know your customer.

Personalization before user interaction

During: Those decisions made during the interaction do require a greater investment and real-time capabilities, but the payoff is far greater with more relevant messages and a greater chance for conversion. If a customer purchases a shirt in your store that morning and is presented with a discount to purchase a complementary pair of shorts, there is a good chance he will accept it since the offer is relevant to his immediate needs. Through this interaction, you are also letting the customer know that you are aware of who he is and his history with your brand and that you are focused on his wants and needs.

Personalization during user interaction

The best option is to make personalization decisions during the interaction to maximize both conversions and the customer experience.

Personalized marketing isn’t just a trendy concept—it’s a proven strategy that can yield impressive results. That’s why we’ve distilled five actionable strategies that businesses can use to deploy effective personalized marketing campaigns. By incorporating these tactics into their marketing efforts, businesses can create truly memorable experiences that resonate with their customers and drive meaningful results.

1. AI-Powered Content Personalization

Artificial intelligence (AI) and machine learning can analyze vast amounts of data to better understand customer preferences and deliver highly personalized content. This information can then be used to dynamically personalize content, such as website pages, email messages, and social media posts, in real time. Moreover, AI-powered content personalization can save time and resources for businesses, as it can automate tasks such as content creation and optimization.

A top-tier telecom company implemented Unica Interact to ensure that customers receive real-time pricing and package recommendations tailored to their unique needs, whether they’re calling to settle a bill or browsing the latest smartphones in-store.

By analyzing individual usage patterns and considering the most up-to-date bundle pricing, Unica Interact delivers customized offers that truly resonate with each customer. This customer-centric approach not only simplifies the decision-making process but also enhances the overall user experience, leading to increased satisfaction and loyalty.

2. Predictive Analytics for Individualized Customer Journeys

Predictive analytics uses data, algorithms, and machine learning to forecast customer behavior and preferences, allowing you to create individualized customer journeys. This strategy enables you to anticipate customer needs, refine your messaging, and optimize your marketing efforts.

A retail giant utilizes predictive analytics to refine its seasonal marketing initiatives. By examining customer data, the corporation identified patterns in the timing of specific product purchases and leveraged this information to send well-timed, targeted promotions to consumers. This data-driven methodology allowed the company to boost the efficacy of its marketing efforts, leading to increased sales and heightened customer satisfaction during the targeted season.

3. Conversational Marketing through Chatbots

Conversational marketing uses chatbots to engage with customers, providing personalized interactions and delivering relevant content in real time. Chatbots can answer customer inquiries, offer product recommendations, and even complete transactions, resulting in a superior customer experience.

A prominent telemedicine provider utilized chatbots to improve virtual care and support for patients. The company’s chatbots understand patient queries and provide personalized healthcare advice and guidance. Patients can use the chatbots to schedule appointments, receive reminders, and manage their health conditions, resulting in improved health outcomes and patient engagement.

4. Hyper-Personalized Video Content

Creating hyper-personalized video content involves tailoring videos to individual customers by incorporating their preferences, behavior, and data into the content. Personalized videos can boost engagement, brand recall, and customer loyalty.

A major multinational financial services company is using personalized videos to enhance customer engagement and financial education. The company creates tailored videos for each customer, offering insights into their account activity, spending patterns, and savings goals.

This innovative campaign helps customers better understand their financial habits and make more informed decisions, leading to increased customer engagement and satisfaction.

5. Cross-Device Personalization

Cross-device personalization enables you to track customer interactions across multiple devices and deliver a seamless, personalized experience throughout their entire journey. This strategy helps you maintain a consistent brand presence and messaging across all devices, enhancing customer engagement and conversion rates.

A leading insurance company faced the challenge of efficiently directing leads to the appropriate channel – whether it be a call center, email nurture stream, or experienced agent. Using Unica Interact’s AI-powered decisioning engine, the insurer significantly improved lead routing for maximum engagement and effectiveness.

Interact was able to assess the unique characteristics of each lead to determine the best channel for communication –both for the customer and for the business. Customers receive a personalized experience tailored to their needs and the business reserves high-cost channel interactions (e.g., call center and agent) for the highest value prospects.

Personalization Strategies to deploy a successful campaign

From telecom companies using AI-powered content personalization to healthcare providers utilizing chatbots for conversational marketing, businesses are realizing the benefits of tailoring their marketing efforts to the unique needs and preferences of their customers – and doing it in real time when customers are most likely to respond. By implementing these tactics, businesses can gain valuable insights into customer behavior and preferences, optimize their marketing efforts, and build stronger relationships with their customers.

Hear how BMO skillfully employs the power of real-time decision-making to successfully execute over 1 billion personalized interactions annually.

If you're aiming to incorporate personalized marketing into your strategies, the HCL Marketing Cloud provides a comprehensive array of tools tailored for your needs. From our AI-driven decision-making features to advanced campaign management, we equip you with the means to deliver the custom experiences your clientele anticipates.

Connect with us today to explore how HCL Marketing Cloud can refine your strategies and help achieve your marketing goals.

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Marketing & Commerce | March 20, 2023
Transform Your Business With Real-Time Personalization
In Part 2 of our personalization series, we explore the "what," "where," and "how" of personalization, examining its many facets and exploring how it can be applied across industries and channels. Discover how to stand out in a crowded market by building meaningful relationships with your customers through personalization.