What is Omnichannel Personalization and Why Do It?

Executive Summary from the original CMO Solution Guide to Omnichannel Personalization: Today’s CUSTOMERS ARE FIERCE. They are savvy, demanding, impatient and unforgiving. Long gone are the days of “loyal” customers because you’ve given them a loyalty card or an interesting promotion. Today’s customers are loyal to no one but themselves and to win their business, you need to win their minds. Although share of wallet is still a common measure for evaluating loyalty, the new predictors for gaining loyalty, or preventing attrition, are focused around MINDSHARE. So WHAT DOES THAT MEAN for retailers, brands, any business interested in engaging customers?…