According to “2019 Trends in Personalization,” a report by Evergage and Researchscape International, a personalized experience results in an overall better customer experience (CX).
Loyal fans appreciate the tailored customer journey created by brands that cater to their individual preferences—especially as the likes of Facebook and Netflix set the standard for customer expectations across all industries. “We believe that consumers are fairly conditioned by some best-in-breed service providers like Amazon and Spotify, on such personalized experiences, so they have come to expect it more and more,” says Andy Zimmerman, Evergage’s CMO.
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Author Notes:
Jeffrey Henning
Jeffrey Henning, IPC is a professionally certified researcher and has personally conducted over 1,400 survey research projects. Jeffrey is a member of the Insights Association and the American Association of Public Opinion Researchers. In 2012, he was the inaugural winner of the MRA’s Impact award, which “recognizes an industry professional, team or organization that has demonstrated tremendous vision, leadership, and innovation, within the past year, that has led to advances in the marketing research profession.” In 2022, the Insights Association named him an IPC Laureate. Before founding Researchscape in 2012, Jeffrey co-founded Perseus Development Corporation in 1993, which introduced the first web-survey software, and Vovici in 2006, which pioneered the enterprise-feedback management category. A 35-year veteran of the research industry, he began his career as an industry analyst for an Inc. 500 research firm.
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