How An eCommerce Quiz Can Bridge The Customer Experience Gap
Shoppers want to be treated as an individual, and 83% of consumers are willing to share the necessary information to help marketers deliver these personalized experiences.īut consumers still feel that ecommerce brand experiences are falling short of their expectations to have a personalized experience.Īnd this is exactly where the opportunity to stand out with SMS and quizzes is: leverage the intimate nature of SMS as a channel, create cohorts based on actual data from consumers, and create compelling messages and offers based on insights gathered in a quiz. Personalization is a delicate balance - get it right, and you will be rewarded with reduced acquisition costs by as much as 50%, revenue increases of 5–15%, and increased marketing spend efficiency by 10–30% 44% of consumers are likely to become repeat buyers after a personalized shopping experience.īut get it wrong (or don’t personalize at all) and you will leave your customers frustrated– 71% of consumers express frustration when their shopping experience is impersonal.Īccording to Accenture, 91% of consumers are more likely to shop with brands that provide offers and recommendations that are relevant. Today’s shoppers want a personalized experience. It’s the equivalent of a personal shopper to greet every person who visits your online store, and it has deep implications in driving the key metrics of your marketing strategy: conversion rate, lead capture, and customer experience. Each SMS message must be relevant, timely, and compelling.Īs we’ll see in this post, a product recommendation quiz can help add insightful details to your CRM so that you better understand your customer base, and can recommend products accordingly. Stronger customer relationships and personalized experience (and the resulting boost in conversion rate and lifetime value) are the pot of gold on the other side of a strong SMS campaign.īut there is one caveat: your messaging needs to be on point. Thus, SMS marketing is a channel with tremendous upside based on the nature of communication and opportunity for two-way messaging with brands.
In fact, SMS can outpace email engagement by 6-8x, in part due to the personalized nature of SMS –which is currently in the early stages of adoption by brands and generally used for friends. We’re seeing great conversion rates and, on a per message basis, SMS is outperforming email for us.” The open rates and engagement are dreamy: per John Kim “We’re seeing closer to 90% open rates on SMS and 20% CTR.
One thing about SMS marketing that makes marketers salivate: the direct communication with customers.