Best practices for personalizing Customer Hub

Your goal at this stage is to understand whether your Customer Hub is currently set up to meet target goals, not only for your business but also for the shopper landing on your website.

You should:

• Define shopper needs and business goals
  What are the top priorities your business has that the hub can support? Meanwhile, what are the main reasons customers are going to your hub (you can ask them directly in surveys, look through support tickets or web chats, review top blocks interacted with, etc., to learn this information).
• Audit current experience
  Look at what your Hub is actually showing today. Pull it up as a first-time visitor would. Is the most important information front and center, or buried 3 clicks down? Fix as needed.
• Spot gaps
  This is where you find the mismatch: the moments when what shoppers need and what your hub delivers don’t align. Maybe there's no order tracking visible above the fold. Maybe loyalty status is missing entirely. Write those gaps down. They're your roadmap for what comes next.

Your Customer Hub is only as powerful as you make it, and the key to stronger results is personalization.

In particular, you should:

• Enable recognized shopper personalization
  Toggle this setting on for your Customer Hub so that signed-in shoppers get a more tailored site experience.
• Add personalization
  Make smarter, more personal content blocks using the Add personalization button while drafting copy; this allows you to insert properties about someone, like their first name or current loyalty point total, into the content.
• Target blocks
  Target blocks to specific viewers, either by targeting specific lists or segments (e.g., VIP, churn risk, first-time purchasers, repeat purchasers, etc.), or by creating unique content for signed-in vs. signed-out shoppers.

Your Customer Hub shouldn't feel isolated. It’s part of your connected brand experience directly on your website.

To make that feel seamless, link the systems your shoppers already use, as they impact the customer journey, like:

• Pre-purchase:
  Enable Favorites as a content block, set up extensions for tools like a reviews platform (or Klaviyo Reviews), and turn on Recommendations within the hub to move shoppers closer to a purchase decision. In particular, with Favorites enabled, you can set up a favorites reminder flow in Klaviyo to automatically nudge shoppers about items they have saved. Use the built-in “Customer Hub Favorites Reminder” template, which triggers after someone has favorited an item and shows their top saved products to encourage a purchase.
• Conversion:
  Make the conversion process seamless with easy access to order tracking, management, and returns. You can even set up your online shopping cart to appear directly within the hub, consolidating the shopping experience in one place.
• Post-purchase:
  Encourage customers to return again and again with subscriptions and loyalty programming right in the hub. They can see what incentives, like loyalty points, they’ve accrued as well as start and manage a subscription with just a few simple clicks. You should also enable the following core Customer Hub features: Order tracking and Get help.

Our final best practice is to review and refine your Customer Hub experience. Personalization isn't a simple set-it-and-forget-it process, as customer behaviors, trends, and interests shift over time.

Get in the habit of consistently tracking engagement, say weekly or monthly, to refine your hub and drive more revenue with strategic, data-backed changes.

Where to quickly monitor hub engagement:

• Performance digest emails
  Toggle on Performance digest emails in your hub settings to deliver a regular summary of key Customer Hub metrics straight to your inbox. This will appear as shown in this image, and you can easily forward or share live with other members of your team.
• Customer Hub metrics
  Analyze Customer Hub events in detail by searching for a specific metric, then exploring the corresponding analytics tools (e.g., best people, activity feed, charts, etc.) or using those metrics to build reports or create new segments. If you do the latter, you can monitor segment behavior within the segment engagement report.
• Custom Hub reports
  For instance, use the single or multi-metric report in Custom Reports to build reports based on key Customer Hub metrics. You can choose any metric to specifically focus on the business goals you’re aiming to facilitate onsite.

Bonus tip: Outside of Customer Hub, review Helpdesk or Customer Agent metrics over time, as these can also be impacted by, and in turn, impact your hub itself. These 3 products are closely connected, so don’t review their data in isolation.