The expectations of consumers today from their favorite brands has increased ten-fold, and with big companies such as Amazon providing more personalized experiences tailored to individual user interests, have disrupted customer expectations.
The loyalty aspect of the business is no exception. Traditional loyalty programs wherein consumers collect points to earn special rewards, offers or discounts has become universal. Brands now need to leverage new technologies to provide an experience that their customers expect or risk them losing interest.
AI is paving the way in providing new opportunities for brands to offer to their customers with hyper-personalized experiences, leading to greater customer loyalty. From data-mining to powering intelligent insights to automating manually-intensive processes, organizations have seen the potential that AI can bring. The variety of potential uses of AI is vast. The companies that invest in AI solutions can dramatically improve customer engagement and experiences.
Role of AI in loyalty
In the hyper data environment, leveraging data to understand users, personalize experiences, products & services can drive increased loyalty.
Here are some specific examples of how AI is being used to enhance customer loyalty:
Amazon: Amazon uses AI to provide personalized recommendations to customers based on their browsing history and purchase patterns. Amazon also uses AI to power its virtual assistant, Alexa, which can answer customer questions, provide product recommendations, and order products on behalf of customers.
Netflix: Netflix uses AI to recommend movies and TV shows to users based on their viewing history and preferences. Netflix also uses AI to create personalized thumbnails for each user, which are designed to be more appealing and relevant to the user's individual tastes.
Starbucks: Starbucks uses AI to create personalized rewards for customers based on their purchase history and preferences. Starbucks also uses AI to power its mobile app, which allows customers to order and pay for their drinks in advance.
For instance, there are different data points that Amazon collects about their customers -
The frequency of customers logging on and when
Their browsing history
The frequency of their purchases
The time of day of the purchase
What they purchase
Collecting and categorizing these pieces of information as well as storing it in the right place for a human would become an arduous and a time consuming task but not for machines. Through automation, AI can easily complete these tasks and analyze the data to provide deep insights for marketing, merchandising, customer support and sales teams.
Enhanced customer insights
Developments in AI have now made it possible to analyze this data to provide insights into users' lifestyles and interests. AI can teach a mobile device to analyze its on-device image gallery to produce insights about its likes and dislikes, their desires, and their intentions for the future. Photos become a data source that can be used to align your customers with what your loyalty scheme offers.
By leveraging AI-powered image analysis to extract valuable information about brand affinity, sentiments, brand associations, product preferences, and future intentions. Photos, which were once merely visual records, have transformed into a rich data source that businesses can tap into to align their loyalty schemes more effectively with their customers' needs.
AI algorithms can identify patterns, objects, and emotions within images, extracting hidden insights that would otherwise remain undiscovered. For example, an AI system might analyze a user's photo gallery and detect a recurring theme of outdoor activities, indicating a potential interest in adventure and nature. This insight can be used to tailor loyalty program offerings and rewards, such as exclusive discounts on outdoor gear or personalized recommendations for hiking trails.
By understanding users' passions and aspirations, businesses can create loyalty programs that are genuinely relevant and engaging. AI-powered image analysis allows businesses to move beyond traditional demographics and transaction data to create a more holistic view of their customers, resulting in loyalty programs that are truly aligned with their customers' lifestyles and interests.
Improving Customer Experiences
One of the key areas where AI can make a significant impact is in the realm of customer service. AI-powered chatbots and virtual assistants can provide 24/7 support, answer customer questions, and resolve issues quickly and efficiently. This can greatly enhance customer satisfaction and loyalty.
AI can also be used to improve the customer experience on websites and mobile apps. By analyzing customer behavior, AI can identify areas for improvement and provide recommendations for optimizing the user interface and functionality. This can make it easier for customers to find what they are looking for and complete their purchases, leading to increased satisfaction and loyalty.
In addition to improving the customer experience, AI can also help businesses save time and money. By automating repetitive tasks such as data entry and customer support, AI can free up employees to focus on more strategic initiatives. This can lead to increased productivity and profitability.
These are just a few examples of how AI is being used to enhance customer loyalty. As AI continues to develop, we can expect to see even more innovative and effective ways to use AI to improve the customer experience.