Inquiry Response: Moving Towards Personalizing The Customer Experience

Inquiry:

As a media subscription service, we have a lot of customer data, but are behind the curve when it comes to using it for personalization to improve customer experiences. What should we look at to become more customer-centric?

Response:

THE BIG IDEAS:

  • Compartmentalization
  • Segmentation
  • Proxy metrics

COMPARTMENTALIZATION

It looks like you’re focusing on four areas: using telemetry/behavioral data to understand your customers in segments; mapping customer journeys; modeling customer pain points; and defining customer lifetime value (CLTV).

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