Inquiry Response: Moving Towards Personalizing The Customer Experience
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?
THE BIG IDEAS:
- Proxy metrics
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).