Personalization goes nowhere without trust

Personalization provides measurable benefits to organizations that do it well: increased engagement, higher conversions, improved customer loyalty. But there’s a more simple reason why companies are doubling down on personalization: customers have come to expect it.
According to Salesforce’s 2019 State of the Connected Consumer report, 64% of the survey’s 8,022 worldwide consumer and business buyer respondents expect a somewhat personalized interaction with companies. An even higher percentage of marketers themselves — 88% — believe their customers expect personalization, and the majority say it enhances customer relationships. Read more…