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“81% of marketers say they expect to be competing mostly or completely on the basis of customer experience.”
However, there is a disconnect between marketing’s ability to deliver and consumers’ expectations. A recent survey found that two-thirds of customers could not recall when a brand last exceeded their expectations. Yet, in that same survey, 87% of marketers said they think they are delivering engaging customer experiences.
Personalization is not an easy task, but it is a top priority for effective marketing today. Many teams get stuck in figuring out where and how to start implementing their personalization strategy.
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