4 Strategies to Boost Your CX Through Hyper-Focused Personalization Techniques
Today’s shoppers are busy, cost-conscious multitaskers. If your brand can deliver a short, rewarding, and successful shopping experience through personalized interactions, it will win their attention.
Consider Stitch Fix’s style profiles created from zero-party (0P) data, for example, or the New York Times’ use of first-party (1P) data to promote relevant stories to readers. Tesla can personalize everything from seat positions to suspension settings to improve the driver experience. In its Nike By You collection, Nike offers customizable shoes with preference-based recommendations for shoppers.
Hyper-personalized customer experiences (CX) are nothing new. They have been used for generations in the brick-and-mortar world; retail clerks and associates are taught to watch for opportunities to help customers while browsing. For instance, instead of letting a buyer wander around the store for more than 10 minutes, an employee might step in to offer assistance. This touchpoint provides just the right level of CX personalization; it conveys the message: I value that you came to our location, and I want to help you find exactly what you need.
McKinsey & Company