Growing Customer Loyalty through Real-time Personalization Across Every Touchpoint

March 13, 2023
Written by
Reviewed by

Growing Customer Loyalty Personalization

Earning customer trust and loyalty takes time. This long game of engagement starts well before your customers have made a purchase and mandates delivery of personalized experiences tailored to customers’ needs. Seth Godin wrote in “You Can’t Be Seen Until You Learn To See” that “we sell feelings, status, and connection, not tasks or stuff.”

This concept is something we experience every day as consumers. We purchase from businesses that we trust and that meet our needs with as little friction as possible. Businesses, in turn, enjoy higher revenues when they invest in customer engagement strategies and stop viewing interactions as a necessary cost.

Stats of real-time customization from the 2022 Twilio State of Customer Engagement report
Stats from the Twilio State of Customer Engagement Report 2022

Engaging customers in a conversation through their preferred channel, establishing trust, and personalizing conversations requires flexibility and ownership of the entire experience. Every interaction across pre-sales, sales, and support should be personalized using contextual customer profiles that draw from your existing suite of enterprise applications and empower your teams to establish meaningful connections.

Turn customer interactions into customers for life

Twilio Flex is a digital engagement center for sales and service that simplifies the orchestration of data, channels, and any necessary integrations, in a single pane of glass for your customer facing teams. Flex gives your company control over the roadmap and the ability to augment existing technology to adapt your customer experience that legacy solutions cannot provide.

Pre-sales, sales, and support customer profiles

Every deployment of Twilio Flex is tailored to your specific use case and integrates necessary data sources to deliver personalized experiences across the entire customer journey. Every touchpoint your business has with a customer can then be used to enhance these interactions with data, driving customer satisfaction and lifetime value.

You have the control to deploy a custom user interface for every team using Flex to improve productivity and employee satisfaction by integrating necessary solutions such as a homegrown Customer Relationship Management solution, Customer Data Platform like Twilio Segment, or any additional tool they need at their fingertips. This control also expands to every layer of Twilio Flex, including customer routing, the ability to bring your own carrier, and the overall solution roadmap.

Deploying a customer experience using disparate software solutions forces your business to rely on a vendor’s product roadmap, silos necessary data sources, and can complicate your employee experience. Twilio Flex augments existing infrastructure and integrates solutions to break down these barriers to consolidate solutions, while providing every team with the channels they need and a full view of the customer.

Take control of your customer experience

Twilio Professional Services and certified Partners have the expertise to accelerate the time it takes to deploy your vision and also provide pre-designed functionality to get started easily. In the end, your vision needs to drive your customer experience, not a product roadmap.

The past 3 years have made clear how customer expectations and industry demands change quickly. Yet 50% of companies in Twilio’s 2022 State of Customer Engagement report said they are not able to pivot as needed.

Earning customer trust and loyalty requires you to constantly analyze and evolve the experience based on customer expectations. This continued focus enables you to always stay ahead of your competitors and continue to create strong connections with customers and prospects at any scale.

Have a vision but not sure where to start? Talk to a Twilio expert to learn more about what’s possible with Twilio Flex.

Phil Borden is a Sr. Product Marketing Manager at Twilio where he helps businesses re-imagine their customer experience with Twilio Flex. His focus is on helping businesses develop strong relationships with their customers by personalizing interactions and deploying solutions that are tailored to employee needs.

Stats from the Twilio 2022 State of Customer Engagement Report