Break team silos
A unified customer experience starts within your organization. When your teams aren’t aligned, chaos can ensue—like running a promotion that leads to delays, frustrated customers, and unnecessary discounts.
Establish regular cross functional meetings: Bring together key teams that interface with your customers, such as customer support, fulfillment, and product teams. Make sure everyone is aligned on campaigns, promotions, and goals.
Leverage team insights on customer pain points: Cross functional teams hold valuable data about customer behavior and issues. Use this information to improve overall strategy and eliminate friction points in the customer journey.
Ensure data sharing across departments: Teams often collect unique customer data (ex: support tickets or fulfillment delays). By sharing this data, you'll gain a 360° view of the customer, and support better decision making across the business.
Unify your data for actionable insights
Disparate data leads to disconnected customer experiences. Unifying your data gives you a complete, real time picture of each customer, ensuring that every engagement is informed and relevant.
Create a single source of truth: With 350+ integrations and the ability to merge profiles and backfill anonymous user activity, you can have a comprehensive view of customer behavior—from support tickets and shipping delays to purchase history.
Maintain clean, standard data: Data hygiene is essential. To avoid having to consistently caveat your findings, standardize your properties with the data transformation tool and refine your metrics with custom metrics.
Quick win: Review all of your customer submitted properties (ex: address, birthday, favorite color) and identify if there are any inconsistencies. This is where you can standardize with data transformation.
Map your customer journey
Mapping the customer journey helps you understand where customers engage, convert, or drop off, so you can tailor experiences that guide them smoothly through the funnel.
Pinpoint key touchpoints: Map out how customers interact with your brand, from first awareness to advocacy. Identify where they drop off, and use these insights to adjust campaigns.
Identify where key drop offs and opportunities are: Use Klaviyo’s funnel analysis to find bottlenecks in your journey. For instance, you might discover customers engage with Meta ads but leave your site before making a purchase—pinpointing where intervention is needed.
Reach out to both your Champions and your At risk customers: Conduct 1:1 interviews or focus groups to gather qualitative feedback from both groups. Combine this with data from surveys and integrations within your Klaviyo account to create a comprehensive understanding of your customer base.
Quick win: Set up a simple funnel analysis in Klaviyo by mapping out your top acquisition channels and reviewing where drop offs occur
Optimize the customer experience with personalization
Today’s customers expect personalized interactions that reflect their individual preferences. Use Klaviyo’s Advanced KDP to tailor messages and experiences based on their unique behaviors.
Personalize based on journey stage: Use Klaviyo’s product analysis to provide personalized product recommendations for customers who already own your core products. For new customers, adjust your message to share educational content to nudge toward them conversion.
Personalize based on buyer behavior: Personalize your site withgroup membership API, for example with follow up product recommendations or based on predicted gender. This doesn’t restrict choice—it helps customers find what they need faster.
Extend personalization across all channels: Go beyondemail, SMS, and push. Ensure consistency across social media, mail, and other channels to provide an on brand experience wherever customers engage with you.
Quick win: Cut through the noise by creating a webhook that triggers a notification to your mail provider when a customer moves from Champion, Loyal, or Recent to Needs attention” or At risk to send a postcard with a “we miss you” message and discount to reengage them.