“90% of C-suite executives say that the current needs of customers are changing faster than leaders can change their businesses.”
– Forbes, 2022
Personalisation is no longer just a preference for customers in 2023. It is a necessity. With organisations that successfully implement omnichannel personalisation seeing 40% more revenue than average players [McKinsey, 2022], getting it right matters. Bottom line.
For most organisations though, mass personalisation remains a tough nut to crack. 78% of marketers report difficulty in scaling personalisation and 65% feel “overwhelmed” by the uptake required [Gartner, 2022]. But, if you want to remain relevant in today’s customer-centric market, you can’t afford to fall short.
To lock in loyalty and deliver on your customers’ expectations, you need a clearly defined strategy and answers to the following:
1. How can you better understand your customers and build an intimate customer-brand relationship?
2. How can you use this understanding to drive effective personalisation?
3. How can you streamline personalisation while keeping costs low?
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