A report from B2C marketing and analytics company Zaius shows that many companies, though they claim to be spotlighting personalization and segmentation as a way to engage customers, are actually not capably following through.
On-demand grocery shopping and delivery service Instacart is make headway at disrupting a multi-billion-dollar industry. Driving that effort is a relentless focus on satisfying customers. “One policy we’ve implemented at Instacart is that every employee, from the engineers up to our CEO, goes out shopping once a quarter to get an understanding of being a shopper and how our service affects the customer. Everybody here does it,” says vice president of people Mathew Caldwell.