Post by account_disabled on Dec 4, 2023 3:59:47 GMT -5
The study found that as brands face the challenge of a data-driven approach, and while 79% truly prioritize personalization, they struggle to manage and leverage customer data to inform their customer experience management strategies and deliver on their personalization promises.
As a result, customers admit that many brands actually offer “ bad personalization ” that, upon further analysis, turns out to be anything but personalization. An overwhelming majority of consumers surveyed (96% overall and 97% in France) believe that poor personalization is a reality.
They cite in particular examples of brands using obsolete information about themselves (59% and 57% in France), of brands using incorrect personal information (57% and 53% in Buy Bulk SMS Service France) and of brands formulating hypotheses concerning their wishes on the basis of a single interaction (54% and 51% in France). An overwhelming amount of data For brands, poorly personalized experiences are often the result of an overwhelming amount of data and the complexities that arise around its management .
On average, brands report collecting eight different types (nine in France) of data about online customers, from transactional details to insights and behavioral trends. However, around a third of the brands surveyed (31% but only 18% in France) mention the lack of skills required to correctly exploit or analyze the data collected, while 42% of them (and only 22% in France) do not do not have the capacity to integrate data collection. Only 12% (as in France) have the capacity to collect data online at the individual level (rather than on a consumer segment).
As a result, customers admit that many brands actually offer “ bad personalization ” that, upon further analysis, turns out to be anything but personalization. An overwhelming majority of consumers surveyed (96% overall and 97% in France) believe that poor personalization is a reality.
They cite in particular examples of brands using obsolete information about themselves (59% and 57% in France), of brands using incorrect personal information (57% and 53% in Buy Bulk SMS Service France) and of brands formulating hypotheses concerning their wishes on the basis of a single interaction (54% and 51% in France). An overwhelming amount of data For brands, poorly personalized experiences are often the result of an overwhelming amount of data and the complexities that arise around its management .
On average, brands report collecting eight different types (nine in France) of data about online customers, from transactional details to insights and behavioral trends. However, around a third of the brands surveyed (31% but only 18% in France) mention the lack of skills required to correctly exploit or analyze the data collected, while 42% of them (and only 22% in France) do not do not have the capacity to integrate data collection. Only 12% (as in France) have the capacity to collect data online at the individual level (rather than on a consumer segment).