Personalised customer experiences can drive double-digit revenue growth for your business. But poor personalisation can hurt your bottom line as consumers switch companies that fail to meet expectations. This playbook outlines what you can do about that.
According to Accenture, poor personalization and lack of trust cost U.S. organizations $756 billion last year, as 41 percent of consumers switched companies.
In this playbook, we provide clear guidance to help you formulate a winning strategy for your organisation over three phases of maturity:
1. Embrace: Getting started and laying the foundation
2. Expand: Growing in sophistication across channels and use cases
3. Excel: Scaling up and achieving excellence
Examples are included from Grainger and AT and amp;T, showing how they used personalisation effectively.
Personalized customer experiences can drive double-digit revenue growth for your business. However, poor personalization can hurt your bottom line, as consumers switch from companies that fail to meet expectations to those that do. In this playbook, we provide clear guidance to help you formulate a winning personalization strategy for your organization over three phases of maturity: Embrace, Expand, and Excel. For each phase, we describe four key building blocks for achieving success: strategy, people, processes, and technology foundation.