Dale Carnegie penned the quote referenced above decades ago, and it served as a foundational strategy captured in his famous book, “How to Win Friends and Influence People.” More than an author writing about interpersonal relationships, Mr. Carnegie was a forerunner of the value of personalisation.
Personalised relationships have always been an important dynamic in business, yet they’ve gotten harder to achieve in the age of autonomous and semi-autonomous customer interactions. Now we have fewer face-to-face meetings but collect more data – which presumably increases the expectation around how well we think a company should know us.
