PUBLISHED DATE: 2025-08-11 21:56:23

VIDEO TRANSCRIPT:

SPEAKER:

Hey everyone, today I'm going to talk about the number one thing we hear from our client, how to deliver personalized customer experiences. Only 25 to 50% of marketing content is currently being personalized. If you want to deliver personalized experiences to your customer, there are five things that you should be doing.

  1. You need to be able to recognize your customers, right? Our customers are now interacting with your brand in multiple touch points, right? So if you walk in the bank, that's easy, right? Like you swipe your card, right? And they'll know exactly who you are and what accounts you have. Are you able to recognize them on all of these other touch points and are you able to stitch all of their interactions with you in real time?

SPEAKER:

  1. Once you know who I am, once you know it's Marie, do you truly know me? How much of me do you actually know? In a lot of cases, our clients only know what I've done in the past. While those could be a predictor of what I want to do in the future, it doesn't necessarily tell you what I'm actually doing right now and what are my needs right now. Just because I bought shoes last year or last month doesn't mean I'm ready to buy another shoes, you know, this time, right? If I'm going to your website and I am browsing and looking at your products, am I in research mode or I'm really ready to convert, right? If I'm interested in 529s because my 17-year-old is eventually going to college and I'm doing all of these without logging on to my bank account, are you able to understand that this is where I am and so that you can catch me in my moment of need?

SPEAKER:

  1. Make a decision on what is the best offer content experience that you want to deliver to the customer. Once you know who I am, then do you know what is the next best action for me? Or are you able to say she has a rising senior that's about to go to college, I'm going to help her plan for her college education or give her some educational material?

SPEAKER:

  1. Consistently deliver this message across all of the different touch points that you are interacting with this customer because you know that 529 is top of mind. Are you going to push that, prioritize that message on top of the other message that you want to provide your customers?

SPEAKER:

  1. And lastly, do you continually optimize, right? Are you trying different types of message, right? And measuring and optimizing the interactions with me so that you can generate the outcome and the result that you are hoping to get. Everything is digital, personalization is key, experience rules everything. And companies who can leverage this and use all of the tools and data that they have in their hands to deliver bespoke personalized experiences will win the market.