We are continuing our “10 components to include in your marketing strategy series”. Today we are looking at component number 2, personalization. We will briefly discuss what personalization is, and why it’s important that you include it in your marketing strategy. But first, a couple of statistics:
91% of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them.
71% of consumers feel frustrated when a shopping experience is impersonal - so for a sports organization such shopping experiences including buying tickets and merchandise for example. If that experience is impersonal, 71% of your supporters will be frustrated.
So then the question becomes since consumers are adamant about getting relevant and personal experiences, how can your sports organization ensure that they do this for their fans?
That’s where personalization comes in. Personalization is the process of tailoring a service or a product to accommodate the specific needs, wants and preferences of individual supporters and/or groups of supporters. This process is crucial because it helps deliver the right message to the right supporter at the right time and through the right channel. Therefore ensuring that all your communications with your supporters are relevant and indeed personal.
Just as the statistics we began with suggest, personalization is important because it increases supporter satisfaction which is more likely to lead to an increase in their loyalty and engagement with your organization. Which ultimately leads to higher revenue. Happy fans happy days.
We have helped one of our customers, AIK, generate 6 figures with one campaign within 2 weeks targeting only 2% of their supporter base. Do you know what the secret was? Personalization. Because our customer’s communications with their supporters were relevant and personal, their supporters engaged overwhelmingly with the campaign.
In order for you to do this right, that is, continually create and deliver world-class supporter experiences that are personalized, you need a sports customer data platform. That’s what our customer built their campaign with. With the sports CDP, you can cover all your bases from beginning to end. How, well, let’s break down personalization - getting the right message to the right supporter at the right time and through the right channel.
To get the message you are sending to your supporters right, you need to first understand them. A CDP provides you with a 360-degree supporter view that helps you understand your supporters in and out. This 360-degree supporter is only fully possible with the CDP and no other software.
Secondly, just because you have a message does not mean that message is appropriate for everyone. A CDP will help you understand which message to send to which supporters.
Thirdly, timing is everything. Could you imagine sending your supporter an email asking them to buy a season ticket when they have just purchased one? Your organization would come across as pushy. A CDP will help you know when to send your communications so you can always get the timing right.
And finally, some supporters prefer buying tickets online while others prefer buying offline. A CDP will help you figure out the right channel to reach your supporters through.
That is what we mean when we say, get the right message to the right supporter at the right time and through the right channel - the very definition of personalization. And just like our customer AIK understood, the sports CDP is your best friend if producing results beyond your wildest expectations through personalization is what you want.