The Power of a Personalized Experience Starts with Customer Preferences

In her article The Power of a Personalized Experience, Cynthia Clark at 1to1Media echoed our own sentiments about personalizing the customer experience through preferences in an article we posted earlier this month.

After considering her own experiences with a corner grocer who knew her mother’s preferences without the use of technology and a database, and interviews with industry professionals, Cynthia makes a poignant and essential statement about the customer experience:

In the end, it’s all about building relationships. Customers want brands to know who they are and treat them as individuals. Only those organizations which are able to do this successfully will remain relevant and beat the competition.

Not only do customer preferences factor in customer satisfaction and loyalty, they are becoming increasingly vital as the number of channels people commonly use increases.