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Reach Me
Show Me
Delight Me
Empower Me
Know Me
“Empower me” is the overarching and most important promise of personalization. It represents your effort to put the customer in the driver’s seat of the relationship by helping them reach a goal (such as personal assistants).
To accomplish this, brands must consider:
Where can customer data be used to make the experience better, faster, and easier?
What use cases should we personalize next to provide an ideal experience?
How can we enable common pathways for more of our customers?
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Tap below to interact with all 5 promises.
“Know me” is foundational to enabling the other promises of personalization. Success is measured by the breadth and depth of your customer relationships.
How effective is our approach to growing the volume of digital customer relationships over time?
How do we provide value in return for users sharing their personal data?
What do we directly ask customers about, as opposed to merely drawing inferences about?
How well do our data governance processes ensure consistent and clear management of data?
“Reach me” is the promise that personalization will be relevant and timely based on the unique context of the individual customer. Brands accomplish this goal by reaching out to the right customer, in the right channel at just the right moment.
What can we do to increase contact opportunities across our customer base by channel?
What portion of our activation is triggered versus scheduled?
Have we developed the key types of data science models to support these efforts?
“Show me” is about how a customer experiences content that you are personalizing for them. Fulfilling this promise requires having the right content at the customer’s fingertips and tailoring it precisely to their individual needs.
What types of personalized content are most critical for delivering a great experience?
How finely targeted is our content in our most important channels?
How should we apply GenAI to increase volume of content generation?
“Delight me” is the promise that makes personalization feel magical. Getting the experience just right requires deeply knowing the customer and discovering what creates joy for them over time.
How well are we aggregating and using insights from customers’ responses to our personalized experiences over time?
Are we building experimentation design into how we activate in order to support learnings from each customer interaction?
How long does it take us to measure the impact of a campaign?
