Why Your Organization Is Approaching Personalization Wrong

A few weeks ago, I learned that my credit card number was part of a large data breach and that I needed to cancel it immediately. My first thought? Panic and trepidation  what if someone already charged on my card? What about the companies that I have recurring payments with  will they reject them and charge me fees? How do I remember all of the companies with which I even have recurring payments?

As all of these questions entered my mind and I started questioning my loyalty to Capital One, I received the following email (pictured) explaining what I needed to do as a customer and the companies that I needed to contact:

Capital One not only provided immediate relief but also demonstrated awareness of my individual profile and what could make or break my specific customer experience. It implemented personalization at a critical "moment of truth."

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