In the January 28th, 2020 Forrester report, “Use Personalization to Drive Loyalty and Customer Obsession,” PK’s Clay Walton-House discusses how to build emotional resonance with customers. As the Managing Director of PK’s Integrated Loyalty Services, Walton-House provides keen insight into how loyalty marketers can gain more traction with customers through a purer form of personalization.
Because personalization in loyalty marketing can miss the mark due to an over-obsession with the....