Tuesday, October 21, 2014


More than forty years ago, Peter Drucker had said, "The aim of marketing is to know and understand the customer so well that the product or service fits him or her and sells itself."

The key words here are ‘know and understand the customer’. Never in the history of marketing has this point been more important than now and never has it been easier to know and understand a customer than now! The relation is simple – the better you know them, the better you can serve them and the lesser you need to market to them. Personalization is nothing new to business. A lot of companies have been following this business strategy for a very long time.

Take the case of Dell. It’s been personalizing its computers for decades. Nike and Adidas allow customers to design their own shoes; the BMW Mini has a facility where customers can design the roof of their car online and it will be made accordingly. Even banks are giving customers the option to design their cheque books and credit cards. Ikea lets you customize your furniture.

Extreme Personalization
Personalization is not something new. Marketers have been practicing it for long. However, mere personalization will not suffice this time for now is the era of ‘extreme personalization’. Sephora is one such beauty brand that has found how personalization reflects directly on the balance sheets. It has a loyalty program named ‘Beauty Insider’ which can define your skin tone and show you a list of products that match it. Once the customer becomes a part of this program, her profile can be accessed through the mobile or desktop or even the iPad at the store. This makes the job of the salesperson much easier as she knows which products would suit the customer best. The customer goes back satisfied and sure that she has got the best match.
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