Introducing Customer Preference Center
Like it. Love it. Prefer it: The Customer Preference Center Makes Shopping Personal
Speak the Language
Deemed by Forbes as ‘‘The Year of the Millennial Customer,’ 2015 continues to see upward trends in social interaction and mobile engagement. In fact, millennial customers are expected to spend $200 billion by 2017, making them the largest global customer segment, with the largest share of wallet. Fortunately, millennials speak a fairly straightforward social language made up largely of likes and dislikes to indicate their interests and preferences. Providing this information across social networks with the click of a button has become second nature, yet the vast majority of this rich data goes unused. Today, there remains a very obvious gap between when a user provides these explicit social signals (consider how many likes you’ve gotten on a recent Instagram post) and how this data is leveraged to improve the customer experience.
But what if it was possible to create a shopping experience that not only mimicked the social experience, but also enabled you to enhance the individual customer’s experience with data collected from their own preferences?
Now you can. With the integration of the Customer Preference Center, available through the RichRelevance Recommend™ solution, you can easily capture individual tastes and preferences and put them to use by intelligently curating shoppers’ experiences on your site, mobile, email, in-store or contact centers in real time. Empowering shoppers to affect the products, brands and categories they see as they’re shopping brings a sense of 1:1 customer service not often found in the digital shopping experience.
Making it Personal is Simple
The Customer Preference Center offers benefits to shoppers and retailers across all channels. Using a flexible API, customer preferences are directly embedded as like/dislike/favorite buttons on any page, or as a survey that collects preferences on categories, brands and products. As shoppers engage and input preferences, their product assortments automatically update as they shop. Behind the scenes, the personalization system collects this invaluable data to deliver more relevant recommendations across all channels. The Customer Preference Center retains customer profile information in the Relevance Cloud’s User Profile Service so that no matter which channel a customer shops, collected data can be utilized to make the experience more personal, ultimately creating a happier and more loyal customer.
A leading apparel e-commerce company in Europe that generates over $155 million in annual revenue integrated Customer Preference Center technology across product pages and has seen 50% of users provided preferences in one month’s time. Those users interacting with preferences are significantly more engaged and spend 3.5x more than the ones that did not interact.
As a shopper, I can’t imagine anything more thrilling (or more dangerous for my wallet) than always being able to easily find things I liked from my preferred retailer.
Preferences Your Way
What does it look like? The possibilities with Customer Preference Center are endless, and customizable based on where and when the retailer chooses to engage customers. Preference can reside within existing recommendations or be as cutting edge as an integrated swipeable shopping experience (think Tinder).
Here’s are some ideas of how Customer Preference Center can work:
The Customer Preference Center enables retailers to avoid and/or supplement complicated social integrations by offering familiar social features across retail sites and mobile experiences. With flexible tools at your fingertips, customizing every shopper interaction has never been easier.
Forty-five years ago, Burger King introduced the concept of personalization with “Have It Your Way” and consumers have never looked back from the expectation of a personalized, relevant experience with key brands. Think of the Customer Preference Center as a digital innovation on “Have it Your Way,” taking its cue from the popularity of social media to share likes and preferences.
Contact us today to get started!