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Customer LoyaltyAND the Personalization Imperative
Personalization: Central To Customer Loyalty
Personalization Becomes Fundamental
Obstacles to Personalization
Top Digital Priorities - 2015
Segment Based Marketingfocuses on finding people for a product.
Individually Personalized Marketingfocuses on finding a product for a person.
Segmentation vs. Personalization
7
Achieving True 1:1 Personalization
The Personalization Maturity Curve
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
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