Archive for July 3rd, 2008

3rd July 2008

Don’t be creepy when you personalize

The WSJ had a little piece today on personalization - Personalized Emails Are Creepy, Not Effective based on a study done some time ago but still very relevant in today’s market where companies are being told to personalize (including by me). Here are three quotes I think summarize the problem:
[there is a negative] response to [...]

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posted by James Taylor in Customer Experience, Marketing | 1 Comment

3rd July 2008

Using decision management to build loyalty and grow

Three articles on loyalty caught my eye this week. First 1:1 had a nice piece on Loyalty Equals Growth for Sony. Sony is a company to which many people are already loyal so it was interesting to see that a formal loyalty program was still a priority for them. Talking about their combined CRM and [...]

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posted by James Taylor in Customer Experience, Decision Management | 1 Comment