personalization imperative

9
Customer Loyalty AND the Personalization Imperative

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Page 1: Personalization imperative

Customer LoyaltyAND the Personalization Imperative

Page 2: Personalization imperative

Personalization: Central To Customer Loyalty

Page 3: Personalization imperative

Personalization Becomes Fundamental

Page 4: Personalization imperative

Obstacles to Personalization

Page 5: Personalization imperative

Top Digital Priorities - 2015

Page 6: Personalization imperative

Segment Based Marketingfocuses on finding people for a product.

Individually Personalized Marketingfocuses on finding a product for a person.

Segmentation vs. Personalization

Page 7: Personalization imperative

7

Achieving True 1:1 Personalization

Page 8: Personalization imperative

The Personalization Maturity Curve

Page 9: Personalization imperative

Personalized Journeys Drive Business ROI

*TRANSFORMING CUSTOMER EXPERIENCE: FROM MOMENTS TO JOURNEYS, 2013

+36%Customer

satisfaction

+19%Likely to

stay/renew

+28%Willingness to recommend

+33%Less likely to cancel/churn