With constant access to a growing list of channels and devices, today’s connected customers are no longer satisfied with vanilla, one-size-fits-all experiences and offers. To stand out in the increasingly crowded and competitive marketplace, many C-level executives from the world’s most iconic brands are not content with just “Keeping Up With the Joneses.” Instead, they are actively seeking opportunities to better understand their high-value customers across every channel and device.

The reason for this is simple: These customers are more often than not brand loyalists and willing to persuade others to become regular brand purchasers if they’re kept happy and engaged consistently in every single place they are interactive with brands. But the task of keeping brands happy and engaged beyond one big “win” isn’t easy. It requires CMOs and the entire business, for that matter, to combine their internal resources with technology that’s both powerful and agile enough to boost customer engagement and revenue long term. And a brand’s success today, in this hyperconnected and digitally dependent environment we live in, depends heavily on leveraging digital to reward high-value customers. Rather than spout out a to-do list of tactics that show high-value customers they’re appreciated, here are some specific benefits instead that can be derived from deep and sophisticated forms of segmentation:

Don’t confuse high-value customers for high-volume customers.

In the less digitally savvy days, brands and their teams of analytics “experts” would navigate through Excel spreadsheets with massive amounts of data. In those days, there was sometimes confusion and lack of knowledge as to what constitutes a high-value customer. As a result, high-volume customers would often be mistakenly categorized, and subsequently treated, as high-value customers. But the reality was, and still is today, that people who interact with a brand frequently aren’t necessarily going to be the ones that have the most value from the perspective of consistent engagement, conversions and sales across multiple channels – from being inside a physical store to making a last-minute purchase on their mobile devices or shopping from their PCs. So it was common for those brands to see a huge surge in traffic for a short burst of time, but after the excitement faded, so did the engagement and ROI.

Marketers today need to adopt a more realistic and accurate definition of value that’s based on “the combination of opportunities to convert and increase potential order value, and maximizes both, while at the same time, yields your highest value customers.” But identifying the best customers online and serving them the content they need is easier said than done. The key to obtaining a 360-degree view of high-value customers means personalizing and differentiating every message by offering an array of online content to drive maximum conversion and revenue uplifts.

To get there, the modern brands of today must, and I repeat must, push beyond the basic forms of personalization – think product recommendations or ads that chase you around on the Web. Instead, these brands are likely to be best served by leveraging the power of technology, real-time data and automated segmentation to effectively profile individuals who are in actuality high-value customers. That identification is the first hurdle that brands need to overcome. From there, it’s all about extending personalization across every device and channel to delight and please consumers with the most humanly relevant, easy-to-navigate and engaging offers.

Tap into the beauty of data to boost cross-channel ROI.

The urgency to identify high-value customers online is being fueled by a number of factors. First, the online channel represents the biggest growth opportunity for most brands. According to a new Forrester Research global eCommerce report, e-commerce revenues are going to continue to grow in 2014 as customers’ online buying habits evolve. Meanwhile, a new study released by IBM in 2014 reveals that brands stand to lose $83 billion due to poor customer experiences.

When you think about it, that’s a lot of revenue that could be left on the table if brands don’t put every segment of their customers first. For example, brands are able to gather intelligence on channels shopped — including Web, tablet, mobile phone or store — and then integrate data from a CRM system, POS, DPM or other source to help augment customer profiles. By combining intelligence on shopping history, search history and Web behavior, this combined intelligence can help brands identify when to offer an in-store promotion, extend a seasonal offer or make a product recommendation. If brands are able to identify their high-value customers, then they can scale the business more efficiently and ensure that every decision and action they make is focused on delivering the right actions defined by the right data.

Discover unique attributes of unique markets.

One common challenge that today’s brands face is a tendency to make decisions based on data points as opposed to data profiles. In these instances, it’s not that uncommon for brands to use pre-existing data models to identify their buyer personas as well as the content and offers they deliver on their websites and mobile sites.

By using automated segmentation and targeting, brands should be able to detect segments unique to their brands and industries. This process turns traditional targeting on its head because buyer profiles and offers are all determined by real-time intelligence gathered against real-time customer behavior. One example of such a data profile could be a “weekend shopper” persona. Based on their digital behavior and purchase activity, these shoppers may spend significantly more money (at multiple channels) than mid-week shoppers. So it’s more than likely these shoppers would be frustrated and intolerant of being shown irrelevant and mismatched offers that would better suit mid-week shoppers. That is where many brands today realize that even with all the benefits of technology, they have made shoppers that much less tolerant and patient with poor experiences.

Move away from campaign analysis; bring it back to the customer.

One of the ways brands have traditionally gathered intelligence on customer behaviors is through basic A/B testing of different content and offers. Building on the quantifiable value of testing, many innovative brands are now shifting from campaign-driven analysis to a more holistic and accurate customer-driven analysis. By doing so, marketers can get a more robust and humanistic view of every single customer segment, as well as being able to identify which segments are performing better than others. With businesses – across all teams – being challenged to consistently demonstrate ROI, this ability to gauge the value of high-value customers and appropriately target them with the best content on the best devices at the best times and places, is especially critical to success.

Should every visitor to your website be treated the same? Should each customer see the exact same offers, options, products and pages?

The more forward-thinking online marketers recognize that “personalizing” each customer’s experience on their site can make a dramatic difference in ultimate sales, customer loyalty and long-term profitability of the business.

Fact is, in many markets, customers have actually come to expect individually tailored offers and experiences—based on who they are, what they’ve bought before or even how they have come to the site.

But exactly what should you personalize on the site? Which offers, products or promotions should you present to which customer? And how can you tell what each type of customer will respond to best?

When you know what you want to accomplish, you will be able to identify the right combination of technology, tools and strategy for personalizing each customer’s experience. Here is where to start:

Harness the Power of Big Data, Big Testing

The notion of big data holds great promise for finding ways to personalizing the Web experience for individual customers. The vast amounts of data on customer behavior and history that can be captured via the Web and be invaluable in making decisions about how the website should work, what customers respond to, and understanding the discrete segments in your customer base.

Marketers who can harness the power of big data will be able to make decisions based on evidence, rather than guesswork—giving them a distinct advantage over the competition.

Of course, making sense of huge volumes of data, which may be in different forms and come from different sources, is not so easy. What’s more, it’s also difficult to translate that information into “personalizations” that are meaningful and compelling to your customers.

That is where today’s more advanced tools come in.

The aggregation and use of big data are crucial to segmenting and targeting your individual customers with the appropriate experiences. It requires employing predictive behavioral targeting and optimization techniques to remove the complexity. Your systems need to make real-time digital decisions for the masses—anytime, anywhere.

Love Your Loyalty Programs

For most marketers, loyalty programs provide a wealth of personalized data on your most desirable customers. But once you’ve enrolled customers, what should you do with the data?

This data isn’t just for tracking points and past reservations. It can be used to digitally personalize the experience for each customer in real time. Initiatives like offers, promotions, calls to action, special prices—whether on your website, mobile site or app—can all be preselected or promoted based on each visitor’s unique profile. This tactic ensures visitors see content relevant only to their loyalty level and behavior. A better experience leads to higher loyalty.

With each loyalty program visitor who comes to your website comes their unique “virtual profile” that can—and should—be used to tailor their experience on your site, in real time. Insight on behaviors such as previous products researched, frequency of purchases, the nature of past purchases, and ads or offers they’ve clicked can inform what content and offers you should make available to each individual, and precisely when in the process.

Don’t Upsell or Cross-Sell Too Soon 

One mistake marketers often make is automatically tagging on extras, such as upsells, options or accessory products, as their customers enter the booking funnel. The customer who already had a price in mind suddenly sees that number increase just as it’s time to purchase. By forcing these add-ons at the wrong time, you’re more likely to elevate annoyance levels than average sales.

With recommendations, upselling and cross-selling, timing is everything. Don’t be pushy up front; instead, leverage CRM and personalization data to get the right offer in the customer’s face at the right moment.

Ditch the Rules; Get Automated

While rules-based targeting may work, it won’t get you very far when you’re trying to personalize offers for millions of site visitors. It is virtually impossible to manually create rules that can handle the thousands of combinations of behaviors, products and promotions, for every single person.

The next best option (and next big idea) is automated personalization solutions. Advanced predictive models can dynamically serve content and offers based on a user’s current and past online behavior. This way, your visitors will always have the most relevant and appropriate experience on home pages, landing pages, search engine results pages, the booking funnel and every page in between. In the case of repeat visitors to your site, for example, you might retarget them with an offer based on their last purchase, or their last search, all in real time.

Making sure these tools are on hand can ultimately help the business build consumer-centric promotional strategies.

Sync Your Channels

Your customers don’t think in channels; they think in brands. So they expect the same personalized experience they get on your site to be on their smartphones, in their email and even on Facebook. Customer experience is the number one ticket to prolonged brand loyalty and engagement.

How does your brand look across channels? Is it 100 percent consistent, optimized and personalized? If not, you could be missing a golden opportunity to improve hotel, call center, direct mail, social and mobile experiences. No matter where they visit you, your brand experience should be ready. Thanks to automated technologies, you can more accurately predict a customer’s next interest and follow up with optimized, targeted messaging, no matter how, or through which channel, they access your brand.

Combining this data with CRM data in real time to drive sales and customer retention is the future. CRM practices were born and bred in the offline world, but today marrying offline, online and mobile consumer data through new technologies can help you achieve better CRM and multichannel marketing outcomes: more precise targeting, personalization and consumer connections across all media channels, and delivered at the time most appropriate to increasing conversion—a very important factor in online marketing.

Imagine being able to target your consumers across the various phases of purchase with different messages at research, selection, shipping and the like. Not only can you dramatically enhance and personalize their experience with your brand, but increased retention, loyalty and customer lifetime values also result from a truly connected multichannel experience.

Remember, personalization isn’t just marketing hype. It’s a complex concept that really can live up to its billing. But first, marketers must identify what personalization really means in their business—and what it means to their objectives, target customers and buying cycles.

When it comes to their websites, mobile sites, apps, social media and CRM platforms, the online industry must realize that only through a customized combination of multivariate testing, optimization and personalization best practices can they truly begin to reach consumers with personalization that is effective and full of impact. There are no easy answers or instant solutions for creating personalization that works. It’s about evolution rather than revolution.

It doesn’t take a record-breaking holiday shopping season to realize that most online shoppers are vulnerable to the advances of competing online retailers. But when it comes to a decline in return customers, blaming a lack of customer loyalty on the competition is the easy way out. Now is the perfect time to commit to tracking the number of first-time shoppers who actually come back in months to come—not to mention, those who don’t. And from there, put a plan in place for increasing customer loyalty.

There are many reasons customers will only buy from a site once. It could be that you offered them something they couldn’t get anywhere else, but didn’t give them a good reason to return when they were there. It could also be the overall usability of your site, a lack of necessary information, a poor checkout process… The list goes on. The bottom line is that they didn’t find the shopping experience memorable—and you may never see them again.

But fear not, there is a proven method for visitor retention. And it’s called personalization—aka using what you know about your online visitors to create highly individualized experiences for them. Personalization can be simple, based on one or two collected insights, or a highly complex interaction of detailed formulas and algorithms. Either way, it’s better than just ignoring tailored content altogether.

Because many marketers aren’t taking advantage of personalization techniques—or they’re doing them wrong—there is a lot of opportunity for those who are. So, instead of blaming a lack of loyalty on the aggressive competition, get ahead of competing sites using testing and personalization to avoid making these three common mistakes:

Misinformed website updates

Companies often invest tons of time and money into a complete website overhaul each year (or even every few months), only to find that the new site fares no better—or even worse—than the old. Instead of being attracted to the sparkly new changes, consumers often feel alienated by the inconsistent and constantly shifting branding. After all, if they don’t recognize you, how will they know you’re, well, you?

Even more, companies often don’t fix the actual problems; instead, they focus on the superficial elements they perceive to be the problems. Solving a problem requires first knowing what it is. Let the actions of your visitors show you what works and what doesn’t using A/B and multivariate testing. Testing your website elements and pages will not only reveal your problem areas, it will reveal where on your site you’re experience positive visitor behavior. All of this information should then go to informing minor (or major) site updates, which can lead to significant lifts in conversions. But our end goal goes beyond initial conversion—we’re focused on retention.

Neglecting mobile and tablet

It’s especially sad when a brand goes all out updating their website, but doesn’t take mobile or tablet responsiveness into consideration. There’s little point in having a gorgeous website that’s impossible to navigate on a smartphone. Consumers now expect the same look and feel across web, mobile and tablet-specific apps or sites, yet each platform has its own unique capabilities—and opportunities to learn more about your customers. This additional knowledge can then be used to personalize user experiences across channels. And vice versa.

Landing page tunnel vision

Landing page optimization is a go-to tactic for many marketers looking for a quick fix, but even the best landing pages can’t sustain customer loyalty on their own. Focusing on single pages distracts from the larger picture, which should be the 360-degree customer experience. Knowing what individual customers do, what they like, and how they prefer to engage with your brand can help accomplish this. This knowledge can come from multiple data sources, online and off.

Behavioral targeting is a form of personalization that relies on using these user actions and preferences to inform custom experiences for individual visitors as they navigate each and every page of the site—including landing pages.