A Five-Step Framework for ROI From Personalized Customer Experiences

Most marketing leaders agree that providing personalized customer experiences can drive purchases, loyalty, and CLV. But what is the cost of providing those experiences? This article introduces a framework to understand what your organization must do to deliver personalized content, offers, and experiences. It covers 5 steps to ensure success and measure ROI.

Goal-setting covers short-term results such as effectiveness and efficiency, as well as long-term goals like digital maturity and CLV. Understanding scalability looks at data, content, and campaign/platform management. Incremental growth planning involves using Agile/Lean approaches and MVP/POC. Continuous improvement helps maintain a meaningful connection with customers. Prioritization filters out irrelevant ideas.

Achieving ROI from personalization requires comprehensive and incremental efforts. This article provides key steps and resources to help you get started.