How to deploy Personalization into Customer Journeys
A Personal Experience Wins: Mark had a wonderful ski trip with his whole family, which was guaranteed to be fun. But the experience was made even better by the personalized service offered by the family’s hotel.
Two Sides of Personalization We all know that we like to get the personal treatment, but recent studies have shown that business results from “Personalization” systems are falling. To understand what is going wrong it is important to separate the concept of personalization (small p) from the targeting tools known as Personalization (big P) software.
Our Position: At Journey-Smiths we believe Personalization tools can play an important role in the customer journey. They need to be deployed in the right way, at the right point in each journey, but they shouldn’t be expected to provide anything more than offer targeting - which is just one aspect of being truly personal with your customer.
