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Effective Ways To Personalize Your Customer Touch Points Even More In 2023

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Effective Ways To Personalize Your Customer Touch Points Even More In 2023

Will 2023 be the year of personalization? Consumers hope so. For the past two years, shoppers have been craving the personal touch: In 2021, McKinsey & Company noted that 71% of customers expected companies to deliver personalization. In 2022, a Salesforce survey found that 73% of people expected brands to understand their needs and expectations. So, this year is looking like one where personalization can no longer be seen as a “nice to have.”

The problem, of course, is how to get more personalized. Many companies have already started to dabble in this. They greet shoppers by name on landing pages. They rely on CRMs and other tools to use historical information to send shoppers customized recommendations. They offer personalized, real-time discounts to help buyers convert their abandoned shopping cart items to actual purchases.

These are all great ideas. The only problem is that they’ve become widespread. They don’t move the needle on the customer experience anymore. Instead, they’re standard, expected, and kind of forgettable. That doesn’t mean you can afford to stop doing them. It just means you must devise other ways to pepper personalization throughout your consumer interactions.

If you are scratching your head on how to outdo 2022’s personalization in 2023, try implementing the following strategies:

1. Go for full-blown engagement on social media.

One easy way to give the personal touch is through your social media business pages. Social media use just keeps growing. In 2022, there were about 266 million monthly active users (or MUAs) on Facebook, one billion on Instagram, och 755 million on TikTok. Not all these active users will fall into your target audiences, but plenty of them will.

Make engaging with your social followers one of this year’s goals. People spend a lot of time on social media. It’s where many of them “live,” so it only makes sense that it should be a place to drive personalization.

One quick way to ratchet up your company’s personal touch on social media is to personalize all your retargeted ads. Quizzes can also offer a chance for personalization. Simply set up an engaging quiz and allow people to share their results. It’s a fun way to build brand recognition and bond with consumers. Of course, there’s nothing wrong with going very personal and answering all comments. Depending on your team’s size and the number of comments you receive, this might be a viable option.

2. Leverage AI to go beyond basic demographics.

Most companies rely on customer demographic information to bolster personalization efforts. The only trouble with this tactic is that demographics can’t tell the whole story. It’s impossible to get a lot of context about individual users (such as their lifestyles, personal preferences, and motivators) just from knowing their age, gender, or location. Though demographic data is beneficial, it can cause some significant misses.

Michael Scharff, CEO and cofounder of Evolv AI, explains the workaround for this problem: “The most natural, and therefore productive, personalization efforts use demographics as a foundation and then layer in user likes, dislikes, behaviors, and values.”

You can leverage AI’s predictive and insightful capabilities to uncover real-time user insights. Scharff recommends this technique because it allows you to stay in sync with the fast-moving pace of consumer behavior changes. He adds that AI can be particularly beneficial with the coming limits to third-party cookie access because it can be a first-party data source, allowing you to maintain customer knowledge and connection.

To flesh out your organization’s strategy, look to other companies that have gone beyond demographics. Take Netflix, for example, which constantly tweaks its AI algorithm to help improve personalized content recommendations. Bottom line? Going deeper than surface information makes all the sense in the world if you want to show customers you know them well.

3. Keep your data spotless.

The better your data, the better your personalization efforts. Period. Unfortunately, you are probably sitting on a lot of unstructured or otherwise tricky-to-use (or impossible-to-use) data. One recent Great Expectations survey revealed that 77% of data practitioners have data quality problems, and 91% say that this is wreaking havoc on their companies’ performance.

You can’t personalize anything with corrupt or questionable data. So, do your best to find ways to clean your data promptly and routinely. For example, you might want to invest in a more centralized data system, particularly if the personalization data you rely on is scattered in various places. Having one repository of data truth makes it easier to know if the information on hand is ready to use.

Another way to tame your data is to automate as many data processes as possible. Reducing manual manipulation of data lessens the chance of human error. And you’ll feel more confident with all your personalization efforts if you can trust the reliability and health of your data.

4. Go for nontechnical personalization.

It’s the digital age, but that doesn’t mean every touchpoint has to be digitized. Consumers often react with delight and positivity when they receive personalization in decidedly nontech forms. (Yes, you can use tech to keep track of everything. Just don’t make it part of the actual personalized exchange!)

Consider writing handwritten thank-you notes to customers after they’ve called in for support or emailed your team, for instance. Or send an extra personalized gift to buyers who make a specific number of purchases. These interactions aren’t technical but can differentiate your customer experience from your competitors’ experiences.

A groundbreaking Deloitte snapshot taken right before the pandemic showed that people were hungry for connection. By folding nondigital experiences into your personalization with customers, you’re showing them that you see them first as valued humans. That’s compelling and appealing, making them more apt to give you their loyalty in return.

Putting a personal spin on all your consumer interactions takes a little time. It’s worth your energy, though. You’ll wind up with stronger brand-buyer connections, helping you edge ahead of your competitors even more.

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Which Sucker Companies Are Going To Pay Elon Musk $1,000/Month To Get An Ugly Gold Badge?

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from the greater-fool-theory dept

Elon Musk’s next big revenue bet is that companies really, really, really want to show up as “verified.” All evidence suggests that very few Twitter users are interested in paying Elon $8/month to constantly break the site or engage in ego-driven experiments that make the general experience worse.

A few weeks ago, we found out that he’s trying to get organizations to pay $42,000 a month to access the Twitter API, and maybe that was just a framing technique. Because Twitter has announced the next round of its check mark program, which begins with deleting the “legacy” checkmark holders (which, honestly, to many of us is a huge relief), but also telling businesses and organizations they need to pay $1,000/month if they want to keep their checkmark.

Which Sucker Companies Are Going To Pay Elon Musk 1000Month

The page for “Twitter Verified Organizations” says (laughably) that they’re “creating the most trusted place on the internet for organizations to reach their followers.” Which is kinda hilarious that anyone believes that. And, apparently, the way to create “the most trusted place” is to make sure that no users know whether or not organizations are legit or not såvida inte they’re willing to pay through the nose.

In the US, it’s a flat rate, $1,000 per month, with a $50/month additional fee for each “affiliate seat subscription.”

1679704107 217 Which Sucker Companies Are Going To Pay Elon Musk 1000Month

That “affiliate” seat subscription” appears to be for employees that work for the company who are promoting it:

The best marketing comes directly from real people on Twitter. Now, you can affiliate your organization’s champions so that everyone knows where they work. Affiliates receive a small image of their organization’s Twitter account profile picture next to their name every time they Tweet, send a DM, or appear in search. 

You can affiliate anyone who represents or is associated with your organization: leadership, product managers, employees, politicians, customer support, franchises, sub-brands, products and so on. An account you invite to affiliate must accept your invitation.

I’m sure some sucker companies are going to pay up, but this is going to get expensive very fast for any small or medium-sized business, so why bother? And, yes, this is all flat rate pricing, so giant consumer packaged goods companies may be willing to pay, but non-profits? Small businesses? Governments? It applies to all of them:

Twitter Verified Organizations enables organizations of all types–businesses, non-profits, and government institutions–to sign up and manage their verification and to affiliate and verify any related account. 

In some ways, this is just Musk making a bet on extortion. Organizations and governments that don’t pay will be much more likely to get impersonated on Twitter and risk serious problems. So Musk is basically betting on making life so bad for organizations that they’ll have to pay these ridiculous rates to avoid people impersonating them.

I’m not sure how that creates “the most trusted place on the internet,” but then again, I didn’t set $44 billion on fire to fuck up a website I didn’t understand.

Sparad i: extortion, non-profits, organizations, trust, verified

Companies: twitter



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Twitter utökar "Verifiering för organisationer" till fler regioner

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Twitter utökar "Verifiering för organisationer" till fler regioner

Despite concerns over its radically high pricing, Twitter is pushing ahead with the rollout of its ‘Verification for Organizations’ offering, which enables brands to purchase a gold checkmark for their main account, and verify their employee profiles as affiliates.

Twitter first put out the call for selected businesses to sign up to the program back in January, as part of its broader revamp of verification, which aims to both democratize access to checkmarks in the app, while also establishing a new revenue stream for the business.

Now, more brands in more regions are being invited to register their interest, which could soon see a lot more gold checkmarks and square profile pictures appearing in your feed.

If they’re willing to pay up. Twitter’s currently looking to charge businesses $1,000 per month for the option, which seems like a high price to pay for a different colored tick – and really, not much else.

As per the communications being sent out to businesses, for your $1,000 monthly investment, Verification for Organizations will give you:

  • A gold checkmark on your brand account
  • A square profile picture on your brand profile
  • An affiliate badge, a smaller version of your brand profile image that’s added to approved accounts in the app
  • Affiliates display on the main brand page, which shows all the accounts linked to the main brand profile
Twitter Verification for Organizations
  • Twitter Blue access for all brand and affiliated accounts

So you do get access to all the Twitter Blue features, for your main account and any profiles that you approve as affiliates. But you do also have to pay for each affiliate you register – if you want to approve your staff, and get them both an affiliate marker and a blue tick, you’ll have to pay $50, per month, for each profile you add in.

That seems like a lot – especially considering you can just pay $8 per month to sign your brand profile up to Twitter Blue and get a regular blue checkmark in the app. Maybe Twitter will eventually look to cut off Twitter Blue access for brand entities, but right now, you’re really paying an extra $992 per month for a different colored tick.

Is that worth it?

I guess, Twitter’s hoping that it can reach a critical mass of brands that sign up for a gold checkmark, which will then make it the new gold standard in brand recognition, and in turn, raise questions about the legitimacy of other brand accounts that don’t have that gold tick endorsement. That could force more brands to sign-up to the program, in order to ensure that they’re seen as the official brand entity in the app.

I’m not sure that’s going to work, but that seems to be the principle that Twitter’s going with, effectively using the value of exclusivity that was once afforded to the regular blue checkmark to make the new gold tick more desirable, thus boosting interest.

But it’s a lot. $1000 a month is likely beyond the reach of most SMBs, and it’ll be hard for any brand to justify the expanse, for so little in return.

Some reports have also suggested that Twitter’s giving away the gold checkmark to approved ad partners, as another means to make it a bigger thing, and that could be another effort to further incentivize take-up, by using competitive sensibilities to prompt other brands to want one as well.

Again, I don’t know that it’s the right approach, but Twitter’s, at the least, going to kick the tires on the option, at its current price point.

And it’s coming to more regions – Verification for Organizations is now available in the US, Canada, Australia, New Zealand, Japan, the UK, Saudi Arabia, France, Germany, Italy, Portugal, Spain, India, Indonesia, and Brazil.

With a heap of advertisers still not coming back to Twitter, Elon and Co. definitely need the extra money – but do you need the ‘benefits’ that this program provides?



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Hur automation omformar branschen

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Hur automation omformar branschen

Krishan Arora is CEO & Founder at The Arora Project, a globally recognized leader in crowdfunding & scaling high-growth ventures.

Artificial intelligence (AI) is transforming the marketing industry. As an agency owner myself, I can see in real time how the landscape is shifting under our feet. As businesses seek to reduce costs, increase efficiency and improve their marketing strategies, they are turning to AI-powered marketing tools to automate many of the tasks previously done manually.

One of the most significant areas is in the field of data analysis. AI-powered tools can analyze vast amounts of data quickly and accurately, providing insights into customer behavior and preferences that can inform marketing strategies. This includes analyzing customer data from social media, search engines and customer reviews. By automating this process, businesses can reduce the need for human staff to analyze data manually, saving time and money.

Chatbots—computer programs designed to simulate conversation with human users—are also AI tools and can be programmed to respond to customer inquiries, provide product recommendations and even process orders. This tech is becoming a popular option for companies looking to expedite the handling of customer inquiries.

When it comes to marketing, there’s been an emergence of AI tools that can help automate processes around content generation. This includes developing social media posts, email marketing campaigns and even video content. AI-powered tools can generate content automatically, based on preset parameters, reducing the need for human staff to create each piece of content manually. This can help businesses save time and money while ensuring their marketing content is still high-quality and on-brand. In our agency specifically, we use AI tools to help create incredible marketing copy with just a small input of text and to help create strong brands, logos and presentation design files with ease and at scale. These have helped us boost productivity and results, and I highly encourage other teams to adapt to this revolution.

Aside from impacting tasks within the marketing role, AI tools are also affecting the workforce in terms of job skills. As businesses adopt more AI-powered marketing tools, I believe they will increasingly be looking for staff with skills in data analysis and machine learning. As a result, traditional marketing roles, such as copywriters and graphic designers, may become less in demand, while data analysts and machine learning experts become more sought after.

Marketing teams that adapt to using AI in their workflows will have a significant advantage over those that do not. I don’t think this technology will replace humans altogether. What I think will happen is that there will be two cohorts of marketers: one that uses AI to increase productivity and results, and one that does not. Those that do not will have a hard time keeping up with the AI-boosted marketing teams.

As businesses continue to adopt AI-powered marketing tools, it is likely that the trend of role restructuring and new opportunities will continue. However, it is also important to note that AI is not a silver bullet for all marketing tasks. There are still areas in each of these categories where human staff is essential, especially when it comes to developing creative concepts and building relationships with customers.

In conclusion, the use of AI in marketing is transforming the industry. As businesses seek to reduce costs and improve their marketing strategies, they are increasingly turning to AI-powered marketing tools to automate many of the tasks previously done fully by humans. This is leading to job losses in some areas but is also creating new opportunities for workers with skills in AI and machine learning. As AI-powered services continue to evolve, businesses and workers alike must adapt to these changes to stay competitive in the market.


Forbes Agency Council is an invitation-only community for executives in successful public relations, media strategy, creative and advertising agencies. Do I qualify?


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