Leaders think they personalize 62% of experiences; customers feel just 44% are personalized
In Deloitte Digital's survey of 480 leaders and 1,000 consumers, nearly 9 in 10 leaders rate their efforts as good or excellent, compared with 3 in 10 consumers.
What's happening
According to CX Dive, leaders in a Deloitte Digital survey estimate that they personalize 62% of experiences, while customers say only 44% of their experiences feel personalized. Nearly 9 in 10 leaders rate their personalization efforts as good or excellent, compared with 3 in 10 consumers. More than half of consumers say they are more likely to buy from brands that personalize their experience, and that on average they spend over 30% more with those brands.
Behind the number
Deloitte Digital surveyed 480 leaders and 1,000 consumers; the figures rest on leaders' estimates and customers' own reports.
Whose desk it lands on
The executive in charge of customer experience. Do you judge the success of personalization by your own reports or by what customers feel?
Our view
The CX Brief's interpretation, not a claim made by the source.
Judging personalization by a brand's own yardstick can be misleading: nearly 9 in 10 leaders rate their efforts as good or excellent, compared with 3 in 10 consumers. The gap matters because the payoff lies in what customers feel: consumers report spending over 30% more, on average, with brands that personalize.
