The Five Promises of Personalization

A strong approach to customer personalization involves five key elements known as the five promises of personalization: empower, know, reach, show, and delight. Empowering the customer entails understanding how to create genuine value for them, ensuring they feel valued and engaged rather than overwhelmed. It is crucial to gather and utilize information thoughtfully to avoid coming across as intrusive, as highlighted by an example from the healthcare sector where personalized videos were carefully crafted to provide relevant facts without alarming users about potential health conditions. Finally, it is important to determine the right methods and timing for customer interactions, leveraging AI to optimize these engagements.