Thursday, March 2, 2023

Hit on Customers’ Dopamine to Create Digital Experience More Personalized

Better customer retention and higher levels of consumer engagement can be attributed to personalization. Businesses may take advantage of consumers' increasing desire for one-of-a-kind experiences by first mastering the underlying psychology of consumer behavior.

What makes personalization so effective is its ability to anticipate customer needs and provide them with a solution at the exact moment they require it, elevating the level of surprise and delight experienced by the client. Despite the fact that personalization has a major role in increasing conversion rates and generating repeat clients, it is not a simple process to accomplish without the proper knowledge and tools.

Indeed, the brain chemical dopamine is a marketer's best friend. Dopamine releases an intense feeling of contentment and pleasure. The release of dopamine is a common reaction to shopping, and it's not the only one. When we make a purchase, our brains generate a flood of neurotransmitters, which gives us a sense of satisfaction. Because our brains interpret this as positive reinforcement, we are more likely to engage in this behavior again and again. This becomes the basis of our own habits, which in turn draw us to these pleasurable experiences, and the same is true of a client.

When we establish a positive association with a company or product, we feel emotionally invested in it and are more likely to acquire more of it. That's why it's crucial for firms to appeal to customers' sentiments. Capgemini discovered that 82 percent of highly engaged consumers always or almost always buy from their most loyal brands and that 70 percent of highly dynamic consumers report spending twice as much or more on their most loyal brands.

Moreover, people desire and demand an individual experience, and we can only deliver it if we share their empathy. The ability to empathize with others is widely regarded as crucial to possessing high levels of emotional intelligence. According to a survey, 51% of consumers think they develop a relationship with a company when they believe it recognizes their needs and goals. Hence, it is crucial to utilize understanding and empathy to provide a personalized experience and establish a relationship with the target customer.

All in all, marketers need to know how to stimulate the dopamine reward system in their customers if they want to establish meaningful relationships with their target audience.

Ways to Control Customers’ Decision Making

The intricate reward circuitry of your customers, which is fueled by dopamine, is the key to developing marketing material that drives behavior in a direction that is favorable to your business. Here are the ways through which you can control it.

Setting Up a Contest

Come up with a contest where people can win anything. This could be a contest to determine the best name for a new product, or it could just be a lottery (you’ll benefit from it too, the names you come up with could be fantastically creative). Without a doubt, the brain's reward system is activated and dopamine is released after a person wins a prize.

Updating Customers

Assure your customers are the first to know about any major changes, releases, or announcements. Generally speaking, people are terrified of missing out. Maintaining a constant stream of updates is essential for us. So whenever something happens on Facebook, we get a ping! and a red globe appears. Curiosity peaks and dopamine is released when this happens. If your phone pings, try not to give in to the temptation to check it.

In simple words, despite how rational people may attempt to be, they inevitably let their feelings influence their purchasing decisions. That's why appeals to customers' EQs work so well in marketing.

Employing Gamification

Incorporate game design elements (gamification) into your online store. Make a customer-registerable point-scoring system. If they save up enough points, they can buy the item at a discount. This 'entertaining' method of saving money actually stimulates our brains and dopamine to make a purchase.

Enhancing Content Marketing

The goal of content marketing is to build relationships with consumers through the dissemination of relevant, valuable, and interesting material. Scientists at the Haas School of Business at UC Berkeley found that "knowledge acts on the brain's dopamine-producing reward circuit in the same way as money or food." Simply said, your customers' reward systems can be activated by the information contained in your marketing content.

Considering Joyful Ads

Ads that make you joyful should be considered. Perhaps unconsciously, you feel compelled to respond to them. A neuroscientist has discovered that when people smile, the brain releases feel-good chemicals like dopamine and serotonin. Dopamine, as science has revealed, is an intrinsic driver of behavior. As a rule, this action is expected to result in a purchase after viewing an advertisement.

For instance, the reason behind the success of TikTok is the dopamine effect. While browsing... sometimes customers see a photo or anything that's delightful and it draws their attention. And a jolt of dopamine is released in their brain, stimulating their reward circuitry. Then it's safe to assume that they intend to keep watching.

Influencing Cognitive Bias

Our biased thoughts lead us to overestimate our own good qualities and underestimate those of others. Cognition is one of the many fields where these biases have an outsized impact on our daily decisions and judgements. When people place too much weight on the first piece of information presented before considering other options, they are more likely to make quick decisions based on incomplete or incorrect data. One's disposition and one's decision-making are both susceptible to the influence of this bias. Hence, it is a great opportunity for CMOs to hit this cognitive bias.

Challenges in Personalizing Digital Experience

One of the most important ways to engage customers is through personalization, which lets you tailor your offerings to each individual. However, there are various obstacles that may hinder you from succeeding while attempting personalization.

Consulting firm Gartner surveyed 350 business leaders and discovered that nearly two-thirds (63%) are still having trouble with personalization.

Complexity in Data Collection

You'll need access to customer information if you want to provide a tailored experience. Having access to customer information is crucial for satisfying the demands of each and every one of your customers. Additionally, it is crucial for running customization engines in marketing. The constant search for novel approaches to data collection is indicative of the marketer's obsession with this resource.

Brand success necessitates not simply an easy-to-navigate website, but also one that takes into account the individual needs and interests of each customer. It's challenging, but not impossible, to provide a service that can tell if a customer is looking for information on a product, making a purchase for themselves, or making a purchase as a present.

Protection of Personal Information and Compliance with Laws

There are additional concerns in terms of data protection and legislation that businesses must deal with as they attempt to provide a more customized experience for their customers.

It can be challenging for organizations to find a middle ground between the demand for customer data and the requirement to preserve user privacy. If you don't, you risk losing clients' faith and paying fines from authorities. However, new studies reveal that 69% of customers value personalization, provided that it is directly based on data they have voluntarily shared with a company.

Rather than being victims of the loss of consumer confidence and data, chief marketing officers (CMOs) can take the reins and steer their organizations toward their strategic goals with the help of privacy regulations like GDPR (the EU's General Data Protection Regulation) and CCPA (California's Consumer Privacy Act).

Customer Profiles That Aren't Shared

Clients can be found just about anywhere. They engage with you across several digital platforms, return to your website, and use other digital touchpoints. You can't provide consistent, high-quality service across channels without a comprehensive perspective of each consumer.

Smart decisions and timely communication require a complete picture of each consumer. Marketers need to aggregate customer information from a variety of sources to get a more nuanced picture of their target audience.

The Paradox of Market Segmentation

Businesses face the difficulty of customer base segmentation as they try to meet customers' growing demand for individualized service. The success of any personalization strategy relies on the creation of meaningful segments and the accurate targeting of customers within each segment.

Every marketer is aware of how challenging it can be to successfully navigate all the complexities involved in doing so. Many things should be taken into account, and it would be a mistake to ignore any of them.

Straight from Nav’s brain

Dopamine is the marketing currency that guarantees a greater bottom line when used to build up anticipation. Customers ultimately evaluate you based on how they feel prior to, during, and following the use of your product or service, not how successfully you select development technologies, gather business requirements, march through the development process, or manage projects. This is what it means to be online. Nothing else counts if you don't get the customer experience right.

Furthermore, marketing has been completely transformed by data. It has become a priceless tool for segmenting audiences and creating unique experiences for each user. Given its usefulness in corporate decision-making, it may not foster genuine relationships among its users. Doing so requires an appreciation of the customer's perspective. This is why it's so important to incorporate empathy into marketing strategies; only then can you provide a service that is truly customer-focused.

However, despite your best efforts, you may encounter certain frequent personalization issues, especially if you are unsure of where and how to begin. Nevertheless, keep in mind that dopamine is responsible for behavior modification. So use the strategies aforementioned to hit the trigger points of customer purchase.

Monday, February 13, 2023

Chosen as Top CX Influencer by CXM Community

CXMStars Top CX Influencer 2023 is an yearly contest conducted by to recognize and honor top 24 influencers and rank them by their activities, presence in community, and contributions throughout the year.

There were several rounds of assessment where after being nominated, we first have to share our contributions and accomplishments throughout the year, then judges will review and give us score, then open voting by online community.

This is my very first contest and I'm honored and thrilled to stand at rank #3 among top industry leaders. This is so wonderful motivation to keep me moving. Way to go...

Wednesday, February 1, 2023

Featured on Silicon India Magazine with the Cover Story

Featured on SiliconIndia Magazine cover.
Key points during my conversation:
The upcoming leaders should remain aware of VUCA (volatility, uncertainty, complexity, and ambiguity). In the past few years, the market dynamics are changing rapidly. Before you even know it, you have a product to compete with. And while you are preparing to compete with that. by the time, there is another product launched in the market and you have to now compete with two. Startups have been challenging big giant corporations with tough competition faster than ever. So organizations should really be prepared to stay abreast of the market but shouldn’t focus on the competition. Further, one needs to align business programs and individuals’ goals with customer and employee experience outcomes. Working on the employee experience is very critical as they would be the ones who will ensure a fruitful customer experience. Also, organizations must equip their employees with robust tools / technologies and train them well so they can serve the brand’s promised customer experience.
Irrespective of industry vertical, customers are constant. As per a credible report, “86 percent of customers surveyed were willing to switch brands or companies because of a bad service experience.” Hence, offering a good customer experience across every front of operations would define the customer's perception about any given brand, wherein, customers are ready to leave the business deal or relationship due to one bad experience.
The total exports of software including services delivered by foreign affiliates of Indian companies increased by almost 16 percent in the financial year 2022. This stood at about 172 billion US dollars. The United States and Canada were the top destinations for software exports with 55 percent share. India has proven its capability as a technical leader across the globe.
Yeah. With this, there are tremendous opportunities in India to grow in the MarTech space.
MarTech industry is big and it'll continue to grow. There's a potential gap in this segment which can boost Indian software/services exports economy to a larger scale if covered with 'Creativity' skill. Here, creativity does not mean a good decision, but it is rather the competency of an individual / company to integrate the right technology stack and orchestrate it in the best possible way to bring the needed efficiency and productivity to obtain optimum business outcome.

Thursday, January 19, 2023

Nominated at CXMStars™ 2023 - Top CX Influencer by CXMagazine UK

This is super feeling to be nominated among Top CX Influencers by 2023 CXMStars™! Below you can find all of the 2023 nominees that are up for this competition.

Ana Iorga
CEO and Chief Neuroscientist
Buyer Brain

Ben Phillips
Head of CX Performance Centre, Europe

Bruno Guimaraes
Amigos do CX

Daniel Brown
Co-Founder and Commercial Director
Think Wow Limited

Doug Rabold
Bold Ray Consulting

Gabriela Ciupitu
Customer Experience Romania

Ginger Conlon
Thought Leadership Director

Gokhan Kara
Senior CX Advisor

Gregorio Uglioni
Head of Business Transformation // CX Goalkeeper
Cantonal Hospital Winterthur // CX Goalkeeper

Imad Hazeem
Customers' Delight Expert
Imad Hazeem

Jeff Sheehan
Sr Consultant And CX Advisor
JS Consulting

Katie Stabler
Customer Experience Consultant
CULTIVATE Customer Experience

Marleen Van Wijk
Managing Director & CX consultant

Nathalie Schooling

Nav Thethi
Senior Manager, Web and Digital Experience
Hitachi Vantara

Nick Hague
Head of Growth
B2B International

Olga Potaptseva
CX Implementation Advisor
European Customer Consultancy (ECC)

Payam Navi
CX Strategist and Consultant, CX Lecturer

Piotr Wojciechowski
Senior CX Consultant
FUZERS Sp. z o.o.

Rachel Williams
Founder & Consultant
The Experience Corporation

Raluca Berchiu
Customer Experience & Digital Transformation
Customer Experience & Digital Transformation Advisor

Rebecca Brown
Think Wow Limited

Sandra Thompson
Director and Co-Founder
Ei Evolution

Sara alajlan
Head Of Customer Journy Department
Riyadh Municipality

Sharon Boyd
Chief Customer Officer
MKL CX and MetaB3E


Friday, December 23, 2022

My Composable DXP article is picked up among top 10 of 2022

With 2022 coming to a close, its that time of the year where we look back at the digital experiences stories that resonated the most with our audience.

The digital experience is everything today.

Think of your typical day in the digital landscape — you might work, socialize, order food, seek out entertainment, learn. In fact, around 50% of people polled in the US say they spend most of the day on a screen, be it a laptop, desktop, smartphone, tablet or TV.

CMSWire looked at many facets of the digital experience, including new technology, new companies and industry changes — and you don’t want to miss out on what we’ve shared over the last year.

Have You Recognized the Potential of the Composable Digital Experience Stack?

As competition rises, brands look for ways to cater to each individual customer. One potential solution? The composable digital experience platform (DXP) — an integrated set of technologies that aid the creation, management and delivery of contextualized digital experiences.

What does composable DX look like, and can it meet your customers' expectations?

Hit on Customers’ Dopamine to Create Digital Experience More Personalized

Better customer retention and higher levels of consumer engagement can be attributed to personalization. Businesses may take advantage of co...