My Macy's Makes Splash in Personalizing the Customer Experience

It's been said ad nauseam — the customer is always right. Macy's takes that famous saying one step further by trying to provide the best customer experience possible with its My Macy's campaign, which was discussed at the National Retail Federation's BIG Show on Monday.

For Macy's, it takes 12 customers to make up for one loyal customer lost. Therefore the company focuses on keeping its customers loyal with its My Macy's campaign, which creates a highly personalized and omnichannel shopping experience. The campaign has not only seen an increase in sales and earnings, but it's also seen stressed importance on the ability to focus on the customer.