Today's topic: What is your most effective strategy for creating a personalised customer experience?

Sophia Jin, Marketing Manager, FSAstore.com/HSAstore.com

Our emails are rarely just batch-and-blast. Most of them are either targeted to a specific list or segment, or they include pieces of dynamic content. We look at buying behaviors captured by our data and use them to best market to customers. One unique strategy we have been testing is personalised coupons based on buying behavior so the customer gets the best deal that’s most relevant to them.

Dominique Perri, Director, Yoko

We collect a lot of information about our customers to ensure they are sent the most relevant information. Newborn babies have very different needs compared to a child learning to walk, so we market our campaigns accordingly. By knowing the age of a child, we can personalise messages around the appropriate developmental phase so it’s relevant.

Nick Garland, Co-founder and Site Architect, The Block Shop

As a relatively small business without all the resources many of our competitors have, we must be very efficient in our approach to personalisation and partner with best of breed technology companies. For us, the customer journey always starts in the browser, so we use tools like SLI for personalised search and AddShoppers for personalised onsite marketing. We record our site visitors’ browsing habits, which allows us to automatically email them with browse recovery messaging about products we think they might be interested in. If they add an item to their shopping cart, we retarget them with cart recovery communications. And offsite, we try to personalise their experience using Facebook advertising and browser retargeting.

Kelsey Foy, Director, Retention Marketing, ELOQUII

Outside of segmenting and serving relevant content to customers when they want it, I think a truly personal experience is to do 1:1 outreach to your customer. Get on the phone with the customer, understand what she likes, what she doesn’t like and what you can do to better serve her.