The One Thing Netflix, Zappos And Salesforce Do To Get Customers To Love Them

Personalization used to be about recognizing a customer who’s done business with you before. Just recognizing them and using their name created the feeling of a personalized experience. Earlier this year, I wrote Personalization Is More Than Using A Customer’s Name. While using the customer’s name is still important, over time, that experience morphed into much more. It is name recognition, combined with a knowledge of how you have marketed to them, sold to them and supported them, which makes them feel like you know them, not just recognize them.

https://www.forbes.com/sites/shephyken/2025/09/14/the-one-thing-netflix-zappos-and-salesforce-do-to-get-customers-to-love-them/