The Collector

My Responsive Style

The gist

Organizations that take a responsive approach to personalization collect customer feedback and behavioral data to tailor future content and messaging. Personalization tactics are typically applied after an experience has concluded using solicited, unsolicited, and/or observed feedback, and operate on a trial-and-error basis. Organizations that align feedback with operational data are able to test more relevant and thoughtful strategies. 

What’s in it for me

A responsive personalization style demonstrates that an organization knows and cares about their customers, while empowering them to create a continuous brand relationship that increases the likelihood of future interactions.

How to get started

A great place to start personalizing experiences using this approach is to utilize customers’ communication preferences when sending engagements and responses. 

Key considerations for success

  • Follow-up and recovery focused
  • Learning-oriented
  • Context driven engagement