Customer empathy is an imperative for personalization
Retailers adopting a personalization approach to cultivate loyalty achieve organic growth and positive customer outcomes. However, retail enterprises need to engage with customers appropriately while respecting their privacy and confidentiality, according to Andal Alwan, VP and Regional Head – APAC, Consumer, Retail and Logistics, Infosys.
Alwan shares her perspective on how retailers can hit the sweet spot of personalization, in an article published by the Indian Retailer.
Connect with storytelling
Brands need to engage consumers with relevant, timely and immersive content. Digital consumers look forward to experiential content and avoid content pushed by cookies and online advertisements.
Adopt non-intrusive technology
As online advertising analytics gets increasingly regulated, retailers need to pivot to privacy-friendly tracking technology that enables cohort analyses and statistical modelling.
Respect customer data
Retailers should collect and harness customer data from first-party sources. Retail enterprises should be transparent about disclosing how they collect and use data to ensure consent and build customer trust.
Read the article
Personalized Customer Experiences Make It Non-intrusive
