Personalization in customer interactions

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One of the most effective applications of conversational marketing is personalization. It makes customers feel seen, valued and understood – key qualities for building trust and loyalty.

Personalized conversations feel human and relatable, encouraging customers to respond, ask questions, and dig deeper. This engagement can deepen their relationship with the brand and increase the likelihood that they’ll return.

Example:

Sephora is a master at mixing conversational marketing with personalization. It does this through tools like its Color IQ and Skincare IQ quizzes, which ask users about their skin type, concerns, and preferences, then recommend products based on those answers.

But Sephora isn’t stopping there: it has also pioneered virtual try-on technology with its Virtual canadian ceo email list Artist tool. This tool allows users to “try on” makeup digitally, using augmented reality to help them see how different shades look on their skin before they even make a purchase. These tactics work not only because they’re interactive, but also because they remove friction from the decision-making process, making shopping easier, faster, and a lot more fun.

Conversational sales through social networks
Studies show that 72% of B2B customers expect companies to understand their needs and offer personalized experiences. Social media is a great place to do this, thanks to its proximity and accessibility to both the customer and the brand.

Wendy's Reviews

via Wendy's on X Example:

Wendy's has mastered the art of guided conversations on social media using a unique, cheeky voice that actively engages its followers. They frequently respond to user comments and tags with witty, on-brand responses, and allow themselves to "roast" their competitors to spark further engagement.