Sponsor content is created on behalf of and in collaboration with Talon.One by DigitalCommerce360. Our editorial staff is not involved in the creation of the sponsored content.

In today’s digital world, consumers expect companies to communicate with them in a personal and relevant way.

The rise of mobile and the digital transformation that followed has led to a shift in consumer expectations, who now expect personalized interactions.

A key concept is that personalization should not be limited to marketing and sales efforts, but should also be integrated into customer service, product development, and other areas of the business.

By taking a holistic approach, businesses can ensure that personalization is consistent and relevant across all touchpoints of the customer journey. But having personalization touch every aspect of the customer journey, from pre-purchase through to after-sales, requires a tech stack that can support it.


Braze and Talon.One have collaborated to create “Creating Loyalty Through Personalized Experiences,” an ebook that helps digital commerce professionals unlock the power of personalization to build loyalty and boost their business.

The ebook explores what modern consumers expect from brands, the problems caused by broken experiences, and how to drive loyalty with end-to-end personalized experiences.

We explore how Braze and Talon.One can be used together to drive customer engagement and personalization.

The most important thing to remember is that in modern commerce, personalization is not a one-time event. It would be a fairly jarring experience to get a personalized coupon for something you had previously added to your cart, but to arrive on the site and have trouble finding the relevant product, or no other mention of the reward.


In the best case, personalization is a continuous process that evolves as customers interact with your brand.

In the ebook, we argue that to be effective, personalization must be integrated into every touchpoint of the customer journey, from the first time they interact with your brand to the moment they become a loyal customer. This requires a deep understanding of your customers, their behavior, and their preferences. And it’s something that can quickly become a virtuous circle if executed correctly.

A recent McKinsey study found that 71 percent of consumers expect companies to deliver personalized interactions and 76 percent get frustrated when this doesn’t happen.

We know that a majority of brands dedicate 25-75% of their budgets to retaining existing customers, but only 33% of these brands are using real-time data segments within their marketing efforts.


In addition, brands that use real-time data segments have a 27% higher retention rate. This shows that the customer journey is more than just a marketing funnel. Brands need to be able to connect with their customers at every touch point throughout their journey to ensure they’re not leaving money on the table.

Businesses that make personalization a priority can provide their customers with seamless, consistent experiences across all touchpoints. This includes personalized copy, content from third-party sources, and promotions tailored to each individual recipient.

Consider the example from earlier — where a user is sent a coupon for an item they added to cart but never purchased, let’s say a golf club. Imagine they log back in, add the coupon, and are immediately told they can get double loyalty points on related accessories, such as golf gloves or shoes. Once they convert, they’re given a referral code offering their friend $5 off and a free box of golf balls for the referrer. Then the following month they get an offer for one of the clubs they haven’t purchased yet. At every touchpoint, we learn more about what the customer wants, and use incentives and rewards to push them toward conversion, and repeat business.

Braze and Talon.One make this possible by combining to provide a comprehensive customer engagement platform and personalization engine that allows businesses to ingest and process customer data in real time, build multi-step messaging flows and create personalized experiences that drive loyalty and boost revenue.


Don’t let your business fall behind in the race for customer loyalty. Download Creating Loyalty Through Personalized Experiences and learn how Braze and Talon.One can help you achieve true loyalty and drive growth for your business.