Category Archives: Personalization

Placing your products in your customers’ natural habitat

I found this Lowe’s Holoroom concept by the Lowe’s Innovation Labs very intriguing.  Please note particularly: “We know that for many homeowners, the struggle to visualize a completed home improvement project or to share that vision with others can stop … Continue reading

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Can retargeting digital advertising backfire?

I found Catherine Tucker‘s research on ads that know too much very insightful.  Please note particularly: “Tucker has focused her studies on the growing number of personalized ads. In an experiment  with an online travel firm, for example, she saw … Continue reading

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The British Airways Know Me Program

This Evening Standard story on the British Airways Know Me program started a lively internet conversation on the customer experience management and the privacy implications of this concept: “The airline said it wanted to be able to deliver a more … Continue reading

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Can personalization get too personal?

I found this New York Times article on personalization very instructive.  Please note particularly: “With the help of a Web site testing and optimization company called Monetate, Mr. Siegel experimented with gender personalization on the [Urban Outfitters] site. But it … Continue reading

Posted in Customer Experience, Customer Insight, Personalization | 1 Comment