Delivering an Amazing Customer Experience through Seamless Self-Service and Human Interactions Shep Hyken interviews Eric Melchor, Partnerships & Personalization Ambassador at OptiMonk, a company that helps brands improve their customers' shopping experience through personalization. He talks about how personalization can help businesses increase sales and nurture loyal customers. Top Takeaways: Personalization is the new CRO (Conversion Rate Optimization). When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. A study by Epsilon indicates that 80% of consumers are more likely to make a purchase when brands offer personalized experiences. How does personalization impact the bottom line? Better return on ad spend. Personalization can help you get a better return on investment if you are doing paid ads. Personalization can decrease cart abandonment. Personalization helps you grow your email list faster. A personalized experience increases your average order value. When a customer adds something to their cart but doesn't make a purchase, provide a quick survey to find out what prevented them from buying. You will get so many insights about the obstacles your customers face in their journey that will help you create a personalized experience for them. Plus, Eric shares his easiest, simplest, and most cost-effective suggestion for getting a website to become more personalized. Tune in! Quote: "Personalization used to cost a lot. But now, businesses have access to tools and applications to create personalized messages for each customer segment that does not require coding or a big IT team." About: Eric Melchor is the Partnerships & Personalization Ambassador at OptiMonk. He is the host of Innovators Can Laugh, a podcast where he interviews European startups. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

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