Are you meeting your customer service standards?

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It’s a good idea to annually review your customer service standards — as well as your team’s performance against them. When there are gaps between your standards and performance, choose the KPIs that are most important to you to work on first. Over time, tackle each area that needs improvement. With consistent effort, your team will get better and the service experience it delivers will become a differentiator.Let’s face it: If you’re not offering personalized experiences, you’re probably losing valuable customers. However, even with countless resources available to improve personalization, marketers still face many hurdles when executing their strategy. If you’re just starting this journey (or tired of hitting roadblocks), we’ve outlined some personalization challenges to watch out for — and how you can overcome them.

In our Trends in Personalization survey, we found that 94% of marketers say customers expect a personalized experience. Still, only 26% of marketers are confident that their organization has a successful strategy for personalization. So what stands in the way of personalized marketing?

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Obstacle 1: Lack of organizational alignment
Often, the biggest factor that leads to personalization strategies failing is a breakdown of coordination across departments and teams. Our survey found that 42% of marketers say a lack of organizational alignment is one of the biggest personalization challenges. Customers can tell when different departments at your company aren’t sharing the same data.

“If you’re not aligned, the result is that customers get a very siloed experience,” said Leigh Price, senior director of product marketing at Salesforce.

Our State of the Connected Consumer report reveals that 56% of customers often have to repeat or re-explain information to different representatives, and 55% say it generally feels like they’re communicating with separate departments, not one company.