Wednesday, September 1, 2021


The art and science of personalization is to deeply understand our beings via empathy and delight them with great solutions.

The digital era upon us is about people, option, empathy, or simply put, "personalization." Businesses across industries do data mining to gain insight of customers and understand what they need even before they know themselves, provide personalized products/services/solutions, and develop people-centric organization that matures itself via continuous brainstorming, refining and reinventing business models, processes, and differentiated competencies.

Personalization is about getting the product right (intuitive, easy to use, personal taste, etc) to tailor customers’ needs: Personalization is the process of making a company's products and services extraordinarily relevant to the wants, needs or desires of customers, physically, spiritually or emotionally. It’s important to invite customers in the conversation for constructive feedback. Visualizing user experience enables the business to design and bring personalized solutions that meet customers’ needs, foster better ways the application can perform and optimize every touch point of user experience.

Personalization leads to customer loyalty. And loyalty is not only about the experience, unless you define experience as about everything. Customer loyalty is what drives company performance and generates multidimensional business value. Values create value -that are the values a company stands for, the corporate social responsibility, sustainability; all add value to the shareholders, because they add value to the customer. Make things intuitive, provide unconventional solutions to serve your best customers, optimizing customers’ experience by digitizing touch points or gaining their trust. Personalization helps to win hearts and minds.

Personalization and user experience informs or influences a company's core strategy: Personalized customer experience is an aggregate of all the different strategies around product/service differentiation. It requires consistently digging deeper and having both strategic and tactical level customer experience and personalization metrics in place that keep a pulse on the inner workings of the business. Personalized solutions give customers an impression on how it can tailor their needs to solve problems and achieve higher-than-expected business results. Thus, personalization brings a unique perspective of innovative problem-solving and it is a critical aspect of the business future and a significantly underutilized competitive advantage.

Real-Time customer insight helps to tailor their needs and improve customer satisfaction. Deploy a range of technology-enabled solutions that focus on improving the customer's experience. Make wise investments to deliver products/services which more closely meet customers’ needs, you are doing so to a greater extent than your competitors, you are gaining the competitive business advantage. Set up the right self-service or customer-champion communication channels, and customer service may largely take care of itself.

The art and science of personalization is to deeply understand our beings via empathy and delight them with great solutions: People are complex systems, there’s convergence of hard and soft sciences of humans from an cross-disciplinary perspective. Classical science defines complexity in terms of the multiple parts of a system while systems science defines it based on multiple interactions with the environment. The inquiry of human nature - thinking, attitude, behavior, necessitates an approach which is transdisciplinary and practical to great personalization for designing tailored applications or solutions to delight customers and operate people-centric organizations.

For example, anthropology helps us gain empathy which enforces design thinking and creativity to implement personalized solutions. It helps us shift our thinking to a variety of perspectives and enables people to navigate a variety of cross-cultural situations and has greatly helped in developing tailored products and solutions. Innovative leaders encourage individuals to step outside the box and push their limit, so they can also provide unconventional solutions to serve end customers, optimizing customers’ experience by digitizing touch points and delight them via premium solutions.

More companies put focus on personalization, as it is the tangible experience people have with a company and how closely it delivers against what the company brand promises. Focus on people-centricity and deliver “no-nonsense” solutions to tailor customers’ special needs and improve their satisfaction, build a strong brand and improve people-centricity.


Post a Comment