What Does A Personalized Experience Mean to Consumers?

A recent SurveyMonkey study reveals a significant disconnect between what Customer Experience (CX) professionals think consumers want in terms of personalization and what consumers actually desire. The research, based on parallel surveys of consumers and CX professionals, highlights several key misalignments in understanding personalized experiences.

While both groups agree that individualized customer support is the top priority (48% of CX professionals and 43% of consumers), other preferences show marked differences. For instance, CX professionals heavily emphasize customizable products and services (39%), but only 25% of consumers consider this important. Conversely, special offers and deals rank high for consumers but low for CX professionals.

The study also explores AI's role in customer experience, with 92% of CX professionals planning to implement AI and 70% believing it will enhance their service. However, consumers appear less enthusiastic, primarily noting that AI reduces human interaction rather than improving service quality.

10 Actionable Takeaways

1. Prioritize individualized customer support as it's the top preference for both consumers and professionals

2. Shift focus from customizable products to personalized offers and deals that resonate more with consumers

3. Balance AI implementation with maintaining human touchpoints, as consumers value personal interaction

4. Enhance post-sale personalization to match the attention given during pre-sale and sale periods

5. Develop targeted promotional strategies as consumers specifically value tailored offers

6. Align CX strategies with actual consumer preferences rather than assumed needs

7. Implement AI solutions that genuinely improve customer service speed and efficiency

8. Create a consistent personalization experience across the entire customer journey

9. Focus on personalized recommendations rather than product customization

10. Regular consumer feedback collection to ensure CX strategies remain aligned with customer preferences