226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute

The Customer Experience Podcast

According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it.
Like it or not, personalization is a norm and it’s here to stay.
So it’s key that marketers learn how to make that personalization meaningful,
In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers:
What are some specific personalization tactics customers expect?
Why every B2B buyer is also a B2C buyer
Why the word personalized and personal feel so different
How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities
What are the three characteristics of moments that are improved with a video message compared to traditional digital communication?
More information about Melissa Gratias and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
Company Website: https://bombbomb.com/
Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying
Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe
Dear {first_name}: https://bombbomb.com/dear-first-name-film/
Human-Centered Communication: https://bombbomb.com/book/human-centered
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