5 Automated Solutions to Personalize Customer Experience
Nowadays, personalization is par for the course.
Whether it’s in marketing, sales, or customer service, people expect an experience that’s specifically tailored to them. And if you don’t meet their expectations, then they’ll just bounce to the companies that can: Your competitors.
However, there is a thin line between being personalized and being creepy. You don’t want to cross that line and constantly serve ads to people right after they visit your website. But you do want to toe that line and get as personalized as possible.
Because as a scaling company, focusing on the segments of customers that are most important to your business is the key to growth. And the only way to do that is to be able to segment your customers in the first place.
With this in mind, we’ve decided to build five templates that can automate your customer personalization efforts.
From ads to emails to customer service, here’s how you can get personal with your customers.
5 Make Scenarios that Can Automate Your Customer Personalization Efforts
1. Send personalized ads to existing customers
Your existing customers are your best customers. In fact, according to Neil Patel, existing customers are 50% more likely to try new products and spend 31% more, compared to new customers.
That’s why we decided to build the template below.
It automatically adds the email addresses of customers who have previously placed an order on your Shopify store to a Facebook Custom Audience.
This way, you can retarget your customers with personalized ads almost immediately.
2. Segment email lists by subscription plan and customer satisfaction scores
If you offer subscription plans, you know that marketing to the customers who pay $10 per month is completely different from marketing to the ones who pay $1,000 per month.
Fortunately, in our template below, we’ve made it possible to segment your customers by their subscription plan and tailor your marketing accordingly.
Whenever a new subscription is created on Stripe, Make will automatically add the corresponding customer as a subscriber in Mailchimp and tag them with their subscription plan (or it will update their subscription plan if they are an existing customer).
From there, you can easily create segmented lists in Mailchimp based on your customers’ subscription plans.
Another effective way to segment your customers is by their customer satisfaction score – your super fans are much more likely to buy from you again and advocate for you than your lukewarm fans.
To help you do so, the template below will automatically retrieve each of your customers’ Net Promoter Score (NPS) that is stored in this Airtable base. Then, it will create or update each of your customers’ corresponding ActiveCampaign contact with an NPS tag. From there, you can launch personalized marketing campaigns based on your customers’ love for you.
In order for this template to work, make sure to create three NPS tags in your ActiveCampaign, such as “Promoter” (rating 9-10), “Passive” (rating 7-8), and “Detractor” (rating 0-6).
Additionally, make sure your Airtable base contains the “Created time” field so Make is able to watch new NPS scores that are submitted by your customers.
3. Email customers who have created a higher number of customer service tickets than usual
Regardless of how much they spend at your company, all of your customers expect swift, quality customer service.
That’s why we built a template that can email any of your customers who have created more than two Zendesk tickets in the last 30 days, every day.
This scenario will let you make sure that your customers have resolved their issues or if they need assistance, all without having to manually check the status of each of their tickets.
Emailing these types of customers and asking them whether they need help or not also shows that you truly care about them and want to solve their issues. This type of behavior is uncommon in the customer service world and can ingratiate you with your customers.
4. Email customers a coupon after they make their first purchase
Coupons not only incentivize customers to buy from you again but they also earn you loyalty and goodwill, which skyrockets the chances that they’ll become repeat customers. I mean, who doesn’t love a good deal?
To leverage the power of coupons and discounts, consider using the template below.
Any time a customer places their first order on your WooCommerce store, Make will automatically create a coupon in WooCommerce and email it to them so that they can get a discount on their next order.
5. Send a postcard to your customers on special occasions
Nowadays, it’s normal to receive a greeting card in your email inbox. We live in the digital age – it’s the easiest way to say Happy Birthday or Merry Christmas. And that’s exactly why there’s nothing like getting a physical greeting card in the mail.
Holding that cardstock in your hands and opening it to read a message that’s not on a screen is refreshing and just feels more personal, and special.
If you want to send physical greeting cards to your most important customers on their birthdays, Christmas, or any other special occasion, consider using the template below.
Just make sure to create a custom date property for your contacts for the special occasion in HubSpot CRM. Then, on that specific date, Make will automatically send them a Thanks.io greeting card.
Personalization is table stakes nowadays
Today, people expect a customer experience tailored specifically for them. And if you can’t provide that to them, they’ll just bounce over to the competitor of yours that can. So whether it’s your retargeting, email marketing, customer service, direct mail, or coupon strategy, personalization is the key to taking them to the next level.
Fortunately, with the power of Make, adding personalization to these parts of your business doesn’t require any manual work. You just have to implement the templates above and we’ll take care of the rest for you.