How to increase customer loyalty? Lead with conversational AI in your customer experience. - Watson Blog

The digital-first shopping experience gives consumers unprecedented access to the brands they love and choice between all available options. Meanwhile, brands can now speak directly to their customer base and collect data that helps them personalize and optimize every customer support interaction. It’s cheaper to sell new products to repeat customers who have already been exposed to and persuaded by your brand messaging than to reach entirely new customers. That’s why customer loyalty programs, from free products to punch cards to point systems, have been a major part of the brand experience for centuries. Today, all rewards programs are mediated by digital experiences, and customer loyalty strategies must take a holistic approach toward synthesizing all customer touchpoints, whether that’s a brick-and-mortar store, an e-commerce site, a social media presence, or a mobile app. The way to accomplish this is through intelligent workflows driven by AI (artificial intelligence). How conversational AI helps drive customer loyalty Historically, loyalty programs…