Dishwasher Delivery Debacle & Personalization

Summary: Mark Abraham shares an anecdote about a frustrating experience with a company that repeatedly sent him dishwasher recommendations after a delayed and damaged delivery. This highlights the importance of true personalization, where brands leverage insights to improve customer interactions. He introduces the Personalization Index, a tool to measure a brand's personalization effectiveness, and mentions top-scoring companies like Netflix and Starbucks. Insights:

• Irrelevant product recommendations can damage customer relationships.
• True personalization enhances the customer experience, rather than merely customizing products.
• Measuring personalization is crucial for improvement, which is why the Personalization Index was developed. Proper Nouns:
• Mark Abraham: Personalization expert and author, leading a team focused on improving customer experiences.
• Netflix: Example of a company excelling at personalization through tailored movie recommendations.
• Starbucks: Example of a company excelling at personalization through targeted offers in their app.
• Personalization Index: A scoring system (0-100) created to measure the effectiveness of a brand's personalization efforts.