The evolution of personalization in the telecommunications industry is not just another trend but a strategic imperative that, if properly implemented, fosters customer loyalty, reduces churn, and ultimately ensures that in an increasingly connected world, every user feels uniquely valued.
According to McKinsey, personalization is much more than a doctors email list theoretical issue, but has concrete advantages for companies.
It can reduce customer acquisition costs by up to 50%, increase revenue by 5 to 15%, and increase marketing ROI by 10 to 30%.
Improve performance: Faster-growing companies derive 40% more of their revenue from personalization than their slower-growing competitors.
McKinsey research also shows that personalized experiences increase both customer loyalty and sales results. And the emergency situation caused by the spread of COVID-19 has only made personalization even more urgent: during the pandemic, three-quarters of customers abandoned a store, product or method of purchase and opted for the alternatives deemed at that moment more capable of meeting their needs, demonstrating that loyalty to a brand, if not properly cultivated, can easily be lost (and rarely regained) . This irresistible trend towards personalization is driven by continuous advances in data analysis.