The Power of Personalisation How & When to Connect with Your Customers
Move beyond basic segmentation and deliver contextual personalisation that resonates with today's consumers. Learn when to connect, which channel to use, and how to collect data that builds trust.
Contextual personalisation
Move beyond basic segmentation
Emotional and transactional balance
Rewards that deepen loyalty
The right channel, at the right time
Email, SMS and direct messaging
Privacy-first data
Data collection that builds trust
Customers switch between value-seeking and experience-seeking modes
Drawing from real consumer insights, the session shows how customers move between these two modes, and how brands can respond in real time to drive stronger loyalty outcomes.
The shift
- Basic segmentation
- Contextual personalisation that resonates with today's consumers
One customer, two modes
From the webinar's consumer insights
Experience-seeking mode
Value-seeking mode
What you'll take from the session
Five ideas you can put to work in your loyalty program, from reading customer behaviour to choosing the right channel.
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Read the switch
Recognise when customers switch between value-seeking and experience-seeking behaviours.
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Balance rewards and emotion
Balance transactional rewards with emotional engagement to deepen loyalty.
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Make the most of high-impact moments
Maximise high-impact moments in the customer journey, such as:
Tier thresholds Post-purchase touchpoints Milestones -
Match the channel to the moment
Know when to use email and when to use SMS or direct messaging.
EmailFor long-term journeysSMS and direct messagingFor instant actions -
Personalise with zero-party data
Collect and apply zero-party data to personalise experiences while respecting privacy.