Customer Delight Through Personalized Experiences

by Jon Drachenberg

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Google Doodles are delightful as they are

Every day there is a new Doodle, usually commemorating a special event, holiday, or the birthday of a famous person. I look forward to trying to guess by what it’s about from the illustration that so cleverly has the word “Google” melded into it. If I can’t guess, I reluctantly mouse over the illustration for the answer.

It’s a simple thing, but it brings me a bit of joy every morning. It often leads me to a web page about the event or person so I can munch up a few bites of trivia before I get my brain cooking each day.

But wait, there’s more!

Besides creating content and helping with Customer Experience Investigation­­™,  I also operate as 360Connext’s administrative assistant. So many of my daily tasks require me to log into Google as our Chief, Jeannie Walters.

Last Wednesday when I logged into Jeannie’s account, the Doodle was a series of decorated cakes. As usual, I took a minute to try and guess what famous person shared the same birthday as Jeannie, thinking I could later ping her with an FYI about another brilliant mind brought into this world on the same day.

Unable to guess, I moused over the illustration and this is what I saw:

customer delight
Google creates unexpected delight through personalization

Star of the show

Needless to say, my scarcely caffeinated morning eyes had to do a double-take. I actually had a moment of thinking, “OMG Google is making Jeannie famous!”

But then I realized Google had used simple information about the user to create a moment of delight on a special day. How cool is that? It’s as though someone at Google decided, “You know what? Forget the trivia. Today is your day and YOU are the star of the show!” Simple yet brilliant.

Customer delight through personalization

We are obsessed with microinteractions here at 360Connext. And one of the best ways to delight customers is through personalization.

A staggering 46% of retail customers will buy more when the experience is personalized across channels. But it’s not really about retail, it’s about human emotion. The customer feels remembered, valued… Connected.

And personalization doesn’t have to be complicated or expensive. What Google has done here is re-purposed information they already had and turn it into a wonderful surprise.

What do you know?

Simply put, anyone can do something like this for customers. With very little effort and simple data, if we put our minds together we can always create unexpected moments of customer delight.

What do you already know about your customers? How can you use this information beyond login and two-dimentional targeted marketing? Your customers will remember and love you for the extra effort.

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Jon Drachenberg

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