Personalisation is nothing new. As with the old days of retail banking — when a bank manager saw clients in person and took time to become familiar with their circumstances — it is about building a relationship with customers.
Earning trust leads to long-term loyalty that underpins revenues and promotes growth.
In the digital era, having an online strategy to both win and keep customers is critical to success. The need to build loyalty is true for all sectors and is shown most clearly in ecommerce.
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