Post by wekeve7933 on Dec 5, 2023 7:20:24 GMT
Recognize each individual in their uniqueness, carefully understand their desires to offer them tailor-made support, surprise them with unique attentions… This is how the levers of hyper-personalization are emerging according to the latest study unveiled during the 2018 Customer Relations Podium.
How do customers judge the quality Whatsapp Number of their relationships with the major brands in their daily lives? Since 2003, the Customer Relations Podium, a study conducted jointly by BearingPoint and Kantar TNS, has answered this question. More than 4,000 customers are questioned about the quality of the relationship between them and the companies of which they are customers. 10 sectors of activity are thus evaluated on common performance criteria: Insurance / Automobile / Banking / Specialized Distribution / Large Distribution / Service Company / Platform and e-commerce / Tourism / Transport / Public Service. This 14th edition raises the question of hyperpersonalization , namely the ability to recognize a customer in their singularity, to reward their loyalty, to allow them to experience unique moments. High customer expectations The 2018 Customer Relations Podium reveals that customers have very high expectations in this area. They are also willing to share a lot of data with companies they trust. According to BearingPoint and Kantar TNS experts: “To remain competitive, companies must dare to collect intimate data from their customers, dare to use new technologies and gradually move from a relational signature based on operational excellence, to a more emotional signature, with differentiated approaches depending on the profile of the customers. clients.
However, to meet the challenge, companies will need to know how to take advantage of new technologies while integrating the constraints induced by regulations on the governance of personal data such as the RGDP*. » Hyperpersonalization: the path to excellence in Customer Relations? The Kantar TNS study conducted this year reveals a strong demand for hyperpersonalization from customers, whatever their age and even more so among young people: Customers requesting personalization 69% of customers ask the company to remember past exchanges but 30% consider that this is not the case today. 59% are sensitive to being recognized without having to introduce themselves but 27% think that this is not done today. 67% are sensitive to proposals/offers tailored to their preferences but 31% think that this is not done. 46% are sensitive to actions to make their lives easier (ordering automatically for you, helping you out by being directly connected to your car or equipment, etc.) but 23% think that this is not done.
How do customers judge the quality Whatsapp Number of their relationships with the major brands in their daily lives? Since 2003, the Customer Relations Podium, a study conducted jointly by BearingPoint and Kantar TNS, has answered this question. More than 4,000 customers are questioned about the quality of the relationship between them and the companies of which they are customers. 10 sectors of activity are thus evaluated on common performance criteria: Insurance / Automobile / Banking / Specialized Distribution / Large Distribution / Service Company / Platform and e-commerce / Tourism / Transport / Public Service. This 14th edition raises the question of hyperpersonalization , namely the ability to recognize a customer in their singularity, to reward their loyalty, to allow them to experience unique moments. High customer expectations The 2018 Customer Relations Podium reveals that customers have very high expectations in this area. They are also willing to share a lot of data with companies they trust. According to BearingPoint and Kantar TNS experts: “To remain competitive, companies must dare to collect intimate data from their customers, dare to use new technologies and gradually move from a relational signature based on operational excellence, to a more emotional signature, with differentiated approaches depending on the profile of the customers. clients.
However, to meet the challenge, companies will need to know how to take advantage of new technologies while integrating the constraints induced by regulations on the governance of personal data such as the RGDP*. » Hyperpersonalization: the path to excellence in Customer Relations? The Kantar TNS study conducted this year reveals a strong demand for hyperpersonalization from customers, whatever their age and even more so among young people: Customers requesting personalization 69% of customers ask the company to remember past exchanges but 30% consider that this is not the case today. 59% are sensitive to being recognized without having to introduce themselves but 27% think that this is not done today. 67% are sensitive to proposals/offers tailored to their preferences but 31% think that this is not done. 46% are sensitive to actions to make their lives easier (ordering automatically for you, helping you out by being directly connected to your car or equipment, etc.) but 23% think that this is not done.