In today’s competitive retail landscape, personalisation is no longer a nice-to-have; it’s a necessity. Customers expect brands to understand their individual needs and preferences, providing tailored experiences that make them feel valued and understood. This is where ServiceNow Customer Service Management (CSM) comes in.
The power of personalised customer journeys
Imagine a customer walking into your store or browsing your website. Do you greet them with generic messages and offers, or do you acknowledge their past purchases, preferences, and interactions with your brand?
Personalised customer journeys are about creating tailored experiences that resonate with each individual. This can involve:
- Personalised recommendations: Suggesting products or services based on past purchases, browsing history, or expressed interests.
- Targeted promotions: Offering discounts or promotions on items that align with customer preferences.
- Proactive service: Anticipating customer needs and providing support before they even have to ask.
- Customised communication: Tailoring messages and notifications to reflect individual preferences and purchase history.
ServiceNow CSM: The engine of personalisation
ServiceNow CSM empowers retailers to create these personalised customer journeys by:
- Capturing valuable data: Gather information from various touchpoints, including POS systems, online interactions, customer service interactions, and loyalty programs.
- Creating a unified customer view: Consolidate all customer data into a single platform, providing a 360-degree view of each individual.
- Automating personalised interactions: Trigger automated actions based on customer behaviour, such as sending personalised recommendations or offering proactive support.
- Empowering employees: Equip your team with the tools and information they need to deliver personalised service at every touchpoint.
Examples of personalised journeys with ServiceNow CSM
Personalised product recommendations
A customer who frequently purchases running shoes receives targeted emails about new running gear and accessories.
Proactive service alerts
A customer who previously contacted customer service about a specific product receives a proactive notification about a software update or potential issue.
Tailored in-store experiences
A customer who has expressed interest in a particular brand or product category is greeted with personalised recommendations and offers upon entering the store.
Omnichannel consistency
A customer receives consistent messaging and support across all channels, whether they interact with your brand online, in-store, or via social media.
Benefits of personalised journeys
By personalising the customer journey, retailers can:
- Increase customer satisfaction and loyalty – Customers feel valued and understood when they receive personalised experiences.
- Drive sales and revenue – Targeted recommendations and promotions can lead to increased purchases and higher average order values.
- Improve customer retention – Personalised service can help reduce churn and encourage repeat business.
- Enhance brand reputation – Customers are more likely to recommend brands that provide personalised and memorable experiences.
Conclusion
In today’s competitive retail environment, personalisation is essential for building customer loyalty and driving business growth. ServiceNow CSM provides the tools and capabilities retailers need to create personalised customer journeys that deliver exceptional experiences and foster lasting relationships.
Ready to personalise your customer journeys with ServiceNow CSM?
Contact Devoteam today to learn more about how we can help you implement and optimise ServiceNow CSM for your retail business.
Want to learn more about how ServiceNow CSM can boost customer loyalty?
Download our free ebook, “5 ways ServiceNow CSM can boost customer loyalty in retail“, to discover actionable strategies and best practices.