5 Tips to help Personalize your Customer Experience

In today’s marketing world, personalization is extremely important. Companies such as Netflix and Facebook have spent millions in recent years to create experiences for users that are unique to them. The video game industry has leveraged personalization by selling skins and customization frameworks that allow players to adapt the game to their own style, and original content that allow players to explore worlds on their own terms. However most businesses struggle with developing personalized experiences due to technology constraints, time or money. Lucky for you, these are all myths!

Here are a few ways that you can personalize your organization’s website like they do, without breaking the bank.

1. Start with knowing who they are
You won’t be able to get anywhere without first knowing who is visiting your site. Whenever possible, be sure to capture simple items like user email addresses, names, and if possible, demographic data like age, location, or industry they work in. You can also dive deeper into your data to find out what browser they use, if they are accessing your site by a mobile device or on their desktop, and what do they do when they are on your site? Most of this information can be tracked through Google Analytics for free, or use a more indepth experience solution like HotJar. Any information will help you begin personalizing the customer’s journey.

2. Personalize at a high level
As simple as it may seem to write “Hi Chris” on a webpage, the experience goes much deeper towards making a new customer feel special. Implementing Call-to-Actions around what you know about a user can take the user experience a step further. But don’t solely rely on the data you know about the user. You should use all data you have available such as time of day, where the user came from, and specific pages the user visits. This changes your simple message above to a more complex personalized message like “Good Morning Chris, glad you found us on Twitter. Here are some new shoes for you to look at today.” Plugins such as Duda on WordPress can help with this process, and create easy to implement personalized experiences.

3. Make adjustments
Be sure you are testing your website’s personalization points, and tracking what has the best results. A/B testing using services like Google Optimize will help you create more engaging experiences with your customers. Setting up testing and tracking is simple, and only requires that you create different messages, web pages, or call-to-actions. Once you have 2 different user experiences setup, Google Optimize will display one experience to 50% of your traffic, and the other 50% to the second user experience. Now sit back and see what your customers engage with the most, then make the adjustment permanent.

4. Staying up-to-date on tech
We can not avoid the continuous transformation of technology. Business activities must stay up-to-date to leverage tech’s impact with customers. If your users expect to engage with you in a specific way, and you are unable to meet that expectation, you may lose that customer. Being familiar with technologies your customers use will help you craft unique personalized experiences with those technologies. Be proactive in your research. One strategy would be to start with the personalization elements you want to see on your website, then find technologies that help you achieve that user experience. Along the way, you’ll learn about new tools, and stay up-to-date on technology trends and usage.

5. Consider the offline experience
Although at times it may feel as if we all live online, we clearly know we still spend a substantial amount of time offline and unconnected. Don’t limit your marketing and personalization strategies to only digital. Refresh your perspective on the entire customer journey and include both online and offline experiences. Extend the conversation, and engagement beyond your website with traditional marketing elements that build true relationships. Then drive those experiences back to your website in a personal way that converts and transforms your customers into influencers.

Borderless Platforms for Digital Transformation

All businesses, no matter their size, are composed of different departments, each with distinct yet overlapping responsibilities. The ability to effectively establish processes that allow for these different departments to collaborate can make or break a business. Did you know that 30 percent of employees believe that there is poor collaboration in their organization? And that a stunning 96 percent of executives list the lack of collaboration as one of their biggest downfalls?

Failure to enlist appropriate collaborative processes and tools can lead to high employee turnover as well, stalling progress within departments and increasing costs in recruiting, interviewing and training.

No matter what business model your company uses, collaboration is a key component. However, as remote work becomes more common, successful collaboration becomes more important in order to keep things running smoothly.

Founder and CEO of PGi, Boland Jones, defines two categories of collaboration technology: synchronous (real-time) such as conference calls or asynchronous (near-time) such as virtual offices and collaborative tools. Enlisting a combination of these two types of tools make for effective communication that enhances productivity.

Here are some borderless technologies you can use to improve your business’ collaborative efforts:

Virtual offices – Virtual office platforms offer a lot of benefits. They give employees the opportunity to communicate with each other, share documents and media files, comment and assign tasks in one spot, basically recreating an office environment in digital form. Tools like Slack allow you to organize your business’s communication into segments so that only team members who are working on a specific project will receive messages about it. It allows for group and private messaging and face-to-face video calls. Drag-and-drop file sharing and the ability to get all your notifications within Slack as well as the easy syncing across your devices make it a popular collaboration tool.

Mobile applications – Approximately 80 percent of employees use more than one device to finish tasks at work. The importance of mobile as a collaborative and communication platform make it a useful tool for businesses. Many companies develop their own in-house apps in order to maintain control over the flow of company information and to prevent potential leaks. An app that enables messaging and document sharing helps create a digital trail and makes for a more seamless internal communication system. Apps can also be used to communicate more effectively with clients and other company stakeholders, providing a convenient point of contact. For example, Kaiser Permanente uses an app to monitor patients and conduct virtual consultations.

Virtual meeting platforms – Keeping in touch with your remote team or setting up a client meeting can be done through applications like GoToMeeting. GoToMeeting allows you to schedule upcoming meetings and send out recordings of the meeting so everyone can have a record of it, including those who couldn’t attend. It mimics a live meeting by including a virtual whiteboard for brainstorming and the ability to share keyboard and mouse control with other attendees.

Project management tools – Tools that allow your teams to track project progress can improve productivity and give team members access to the same information in real time. Trello is a tool whose simple structure creates a virtual corkboard. Members can create “cards” with specific tasks for different projects, message team members, comment and keep track of a project’s progress from start to finish.

After selecting collaboration tools for your business, provide simple training programs to ensure your team members understand how to use the features and also help them make the most of each tool. Implementing these borderless platforms can greatly enhance in-house communication, productivity, and enhance collaboration no matter where your employees and customers are located.

The Billion Dollar Podcast with Kim Komando

We are super excited that Chris Hood was interviewed for one of Kim Komando’s podcasts this week. Chris along with Marcos Polanco covered a wide range of topics including the evolution of the iPhone, digital transformation, product development and technology innovation. Here’s a quick synopsis of the episode, and the full show is now available online, or iTunes.

The billion dollar podcast: Success secrets from today’s top tech innovators – Part 2
We may not know for sure what the next billion dollar idea might be, but I can tell you this – it will take a leap of faith, a little luck, talent and charisma to bring it to fruition. In part 1 of this Komando On Demand series, you heard that high profile people initially laughed at the idea of the iPhone, which is now wildly successful. Such is the tale of many of our world’s brightest ideas. In this final part of the Billion Dollar Podcast, I will introduce you to pioneers and entrepreneurs who didn’t get their big break until their 50s and 60s. Listen to my free podcast for inspiration and wisdom from some of history’s greatest minds.

We’d love to hear what you think. Contact Us to let us know, and share the podcast through social media with anyone you believe is interested in technology, marketing and innovation!

30 Chrome Extensions for your Digital Marketing

Pagezii connected with 30 digital marketing experts to find out what their favorite Chrome extension is and how they use it to enhance their marketing efforts. The idea behind the article is “to help every Marketer in their day-to-day tasks.” What’s great about the list is that it’s never ending.

Our own CEO, Chris Hood contributed to the list with his favorite extension, Oddshot. With the amount of work we do in the video game and entertainment industries, capturing quick clips to share on social media is a necessity.

Today’s world is video-centric. So one of my favorite digital marketing chrome extensions is OddShot. It allows you to capture and share highlights of anything you find online. It’s a great way to capture and share quick media clips that can be used in your social media marketing.

If you’re looking for help managing your SEO, AdWords, Tags, Analytics, Social Media or daily productivity, there’s an extension that could save you a ton of time. Here’s just a few that are on the list.

Head over to get the full list of digital marketing chrome extensions, and if you don’t see your favorite, ask to have it added.