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A Two-fold Approach to Creating the Perfect Customer Experience

Customers love feeling like a brand is paying attention to their needs and valuing their choices. This attentiveness is very important to keep a customer actively engaged and not being swayed by a competitor’s offers. Many major companies, such as Spotify, Starbucks, and Amazon have already discovered this to be an indicator of success, and have made moves to keep their customers excited about their products and offerings. They usually focus on two strategies: brand consistency and hyper-personalization. 

Maintaining a consistent brand image is vital when shaping a company’s public reputation. Everything a customer interacts with, including the company’s mission statement, values, and even logos, must be consistent across all business channels. Building brand trust on a consistent basis can drive more sales and ultimately boost revenues by 88%. 

Hyper-personalization is also effective for driving revenue, as it tells a customer what they are best suited to buy. It uses artificial intelligence to examine a customer’s past browsing and purchasing history to determine what ads they should view or what products they should buy. 80% of customers have expressed that they are more likely to go through with a purchase if they feel a sense of personalization during their shopping experience.

How Strong Brand Consistency Drives Brand Success
Source: BrandGuard

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