• Competing on Customer Personalization

  • Oct 21 2024
  • Duração: 1 hora
  • Podcast

Competing on Customer Personalization

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  • Sumário

  • Have you ever wondered how Amazon, Netflix, and Starbucks started their customer personalization programs? What was the starting point? What were the costs? Who was involved?

    The co-authors answer these questions in the very readable Personalized: Customer Strategy in the Age of AI.

    Mark Abraham and David Edelman explain that personalization is not email or glorified loyalty rewards programs. Instead, this cross-functional activity starts with a few simple questions in their 5 Promises framework, a launching pad for creating a customer personalization journey.

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