How to Create a Personalized Customer Experience Strategy for Your Shopping Mall?

Written by Flame

The world of business has become saturated no matter which industry you might operate in. It is challenging for both giants and new entrants. 

With mounting price pressure and conventional differentiation techniques being widely used, you have no option but to create a personalized customer experience strategy to keep up.

According to research, 89% of companies compete based on customer experience, and over 50% of businesses are striving to personalize the customer experience. To help you develop a personalized customer experience strategy, we have created the ultimate post. 

The Connection between Marketing and Customer Experience

One of the things that customers expect from a brand is a personalized experience. It has become a necessity. Hence, if you do not have a personalized customer experience strategy for your business, you are missing out. The following reasons will make you realize the connection between marketing and customer experience. 

  • Relationship Building: By offering a personalized experience, you get to form a closer relationship with your target audience in comparison to brands that do not provide such a service.
  • Lead Generation: Customizing the customer experience for each prospect allows you to generate more leads. 
  • Customer Retention: As a customized experience improves customer loyalty, it encourages everyday consumers to become your brand ambassadors. 
  • Higher Conversion Rate: Improving personalization also helps boost conversion.
  • Improved Customer Experience: When you provide a personalized experience to customers, you get to improve satisfaction which has a positive impact on the overall customer experience. 

Tips to Create a Personalized Customer Experience Marketing Strategy

  1. Connect with Your Customers

The first thing that you need to do is connect with your target audience. Ask about what type of experience they want. Customers become frustrated when they have to repeatedly urge agents to resolve pain points. To resolve the problem, you need to consider using visual engagement tools such as live video chat to make things easier for your customer base.

For instance, it is a good idea to use video chat to offer personalized and engaging customer interactions. Through live video chat, you would get to ensure that customers can connect with support representatives instantly and seek real-time answers. Thus, it would become your USP (Unique Selling Point).

  1. Leverage Existing Data for Understanding Customer Preferences

Customer data is an asset that you need to take advantage of to get ahead. With 40% of businesses planning to leverage data for expanding their marketing efforts, you must follow suit. 

When you analyze data, you get to gain a better understanding of how you can keep customers satisfied. The fact is that data analysis goes beyond digital marketing decisions. It can be used for improving every process.

For starters, you need to create data-driven personalization campaigns to effectively target your customer base. There is a lot that you can do with rich identity data. Hence, your personalized customer experience strategy needs to be backed by data.

  1. Define Content for the Entire Customer Journey 

Next, you need to define the type of content you will provide at each stage of the customer journey. You must ensure that your content keeps customers engaged throughout the buyer journey, as there are endless options today. 

The secret to keeping your customers engaged enough to stick around is offering personalized content that is relevant to each step of the journey. Map out each part of the buyer journey and create content that is specific to each stage. 

Make sure to keep your prospect or customer at the center of the strategy. It would allow you to influence customers by providing personalized content for each stage. This will boost your chances of conversion.

  1. Establish Customer-Centric Landing Pages

Every user that visits your website has a different intent and purpose. It means that your users would lie anywhere on the just-browsing to ready-to-purchase spectrum. To dynamically address each user, you need to establish customer-centric landing pages. 

The landing pages would have personalized product descriptions based on intent which would help build trust with visitors. Then, you can capitalize on the trust to convince visitors to make a purchase. 

A notable example of a customer-centric landing page is a special holiday page that offers exclusive incentives. Besides this, you can even create a landing page based on user recommendations. There are countless types of pages that you can create by considering user actions.

  1. Produce Read-Worthy Content for Your Prospects

When creating content, you need to make sure that it is something that your prospects would want to read. The truth is that there is a huge demand for valuable content. But you must provide content that is easy to read and is highly engaging. 

Having a detailed understanding of your customer base should provide you with a solid foundation for developing the perfect editorial calendar. Besides, only when you understand your target audience will you be able to create buyer personas. These are necessary for addressing pain points and addressing them through targeted content. 

To gain customer information, you can turn to polls and surveys. In addition to this, you must engage in social media listening to find out what your customers talk about. Then, you can use the information to create the ideal content.

  1. Use Customer Feedback and Reviews

To have an effective personalized customer experience strategy, you must use customer feedback and reviews. They can help you make necessary changes so that you can keep customers hooked. Although customer analytics data is indispensable, customer reviews are also evergreen. 

Here is how you can gather feedback from customers.

  • Take email surveys and offer discounts to incentivize participation.
  • Post questions on social media. 
  • Create interactive online quizzes to ask questions directly.
  • Encourage customers to share their experiences.


There is no denying that a personalized customer experience strategy offers a ton of benefits. Since personalization influences customer decisions, you must create an effective strategy by considering our tips. 

From connecting with customers to seeking feedback, each tip will help you keep customers happy and ensure that they continue to make purchases. 

Myrah Abrar is a computer science graduate with a passion for web development and digital marketing. She writes blog articles for Dynamologic Solutions, Digital Marketing. 



Do you want to know more?

Schedule a 20 minute meeting with our experts to understand how you can use Flame in your organization.

Related Articles

Flame Whitepapers

Download free whitepapers about the world of retail, shopping malls, hotels, etc. Technological trends, good practices and much more.

In our whitepapers you will find information of interest, analyzed in depth. Documents with a current theme, corroborated by experts, with exhaustive data and an in-depth analysis of the retail sector, shopping centers or the Horeca sector. Download them now!