Sunday, November 20, 2022


Personalization is an integral part of the success of a business, especially for business models centered around influencing customer behavior.

The purpose of business is to create customers for solving their problems effectively. Without customers, an organization cannot survive, and without profitability, an organization cannot grow.

The business has to continuously understand its customers’ needs and requirements, and also have a clear understanding of how customer-centric approaches enhance the business model and extend profitability. It requires consistently digging deeper and keeping a pulse on the inner workings of the business, and delight customers consistently.

It’s important to bring personalization into overall strategic planning conversations with the leadership team and highlight the value they bring to that process: The process is part of the customer experience, and customer experience is the sum of the process. Customer centricity is built upon rigorous business’s processes to shorten the customer-centric solution delivery cycles and satisfy customers consistently. Not all processes and improvements are equal because each touch-point in any process does not always have the same effect.

Visualizing customer experience is the very first step for understanding what customers actually want by “living as a customer”; it’s also a critical step in developing a user experience that fits their needs. Customer Experience is how you feel about the whole process or scenario; it is the sum of all thoughts, experiences, feelings, reactions, attitudes, etc, that customers have or will have in regards to using or potential usages of your product or services.

It’s critical to champion the intuitive solutions to delight customers as an important dimension to innovate and personalize for increasing business satisfaction: Due to unprecedented convenience brought by digital technologies, customers have become more selective nowadays. It’s important to provide choices for customers on how to solve their issues by listening to their feedback. Each customer will have different needs and expectations throughout the customer experience journey, so the company can provide tailored solutions to fit their needs empathetically.

It’s important to visualize user experience, design and develop an experience that fits their needs, foster better ways the application can perform and optimize every touchpoint of user experience. Companies can provide input into a qualitative assessment and consider customer-centric products, services, processes, information assets, people, etc, dimensions of the adequacy of the business capacity to fulfill their business strategy.

Information Management is the linchpin to connect key success business elements to implement customer-centric solutions: Information Technology is the integrator and superglue to recombinant dynamic business capabilities for digitizing touch points of customer experience. Information is used to educate, inform and provide decision making for people who use it. One common element in all these areas involved in creating the customer experience is people, equipped with quality information, people can interact with customers and how proactively and promptly they solve customers’ problems.

In the age of people, choice, and innovation, it is critical to ensure that the goal of "adding value to the company by adding value to the customer" is achieved. Profit is the by-product of customer centricity. A silo and disconnected organization cannot deliver value effectively to its customers. Some highly intelligent leading organizations can manage information excellently to capture customer insight almost at the real-time, in order to deliver personalized solutions.

Personalization is an integral part of the success of a business, especially for business models centered around influencing customer behavior. The intention is to delight customers by following the empathy principle and presenting customer-centered solutions to make sure that the customers are getting maximum benefit from solutions, with the ultimate goal to build a people-centric organization.


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