‘Retailers using personalisation for a quick buck will end up on wrong side of customers’
By 
Matt Coode2023-04-11T05:30:00
Retailers need to think about how personalisation strategies fit with building and retaining customer trust, historically the most important determinant of lifetime value, maintains OC&C’s Matt Coode
There has been an increasingly active industry discussion about how to deal with rapidly changing consumer behaviour.
The UK consumer of 2023 is not just polarising across age and income lines. There is also a growing level of variability and internal inconsistency within individual consumers.
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