Marc Haine explains why employees and customers need different things at different stages. Personalize experiences around where people actually are in their journey, not where you assume they should be.
A perfect example of this would be, would you talk to a brand new employee, let's say day 1 on the job, as you would to a 5-year employee on the job? The answer is absolutely not. The needs of the day 1 employee is different from the needs of an employee who's been with you for 5 years, which means employees evolve with us. And there is a There is a journey and definable milestones. Well, the exact same thing happens with our customers. Would you treat a customer that you've seen 3 times a month for the last 5 years the same way that you would treat a customer walking in for the very first time? I hope not. The premise is that if we understand how our customers change through subsequent transactions with us, we can then actually personalize the experience just for them.
