This Time It's Personal: The Enterprise Guide to Personalization at Scale
With the widespread shift of customers to digital channels due to the Covid-19 pandemic, the expectation is higher than ever for brands to deliver a personalized experience. Customers want to feel like brands know who they are and what matters to them.
Beyond customer expectations, there’s business incentive: when 50% of revenue for most brands comes from the top 10% of customers, and 90% of revenue from the top 20%, it’s critical to find ways to retain your best customers and find more like them. That’s where personalization is a powerful advantage: it helps you craft experiences that speak to customers as individuals, building lasting relationships with your brand.
With all the buzz surrounding personalization, it can seem like the goal in and of itself. But in fact it’s a means to an end.