iTnews
  • Home
  • News
  • Digital Nation
  • Marketing
Digital Nation

Q: The trick to effective personalisation? A: Don’t do personalisation

By Alex De Fursac Gash
Oct 19 2021 12:19PM

Over-personalisation perceived as "creepy".

Personalisation has and remains a hot topic for many marketing leaders that Gartner has had the pleasure of speaking with and for very good reasons. When well executed, it can help brands to design more effective messages that can break through a noisy digital environment; deepen relationships with customers by leveraging more relevant and timely content; drive brand preference and growth (either in the form of new or repeat sales).

Q: The trick to effective personalisation? A: Don’t do personalisation

Whilst ambitions do vary greatly among marketing teams – ranging from a desire to deliver more effective customer segmentation on one end through to achieving something resembling one-to-one personalisation on the other – there is often one commonly shared assumption…

…That if we (as marketers) are able to acquire and leverage as much customer data as possible, that more personalisation can only ever be a good thing. Good for the brand, and good for the end user.

 

Why over-personalisation is even worse that no personalisation at all

This assumption is mistaken. Personalisation is above all a game of balance. Whilst no personalisation at all does represent a missed opportunity for brands, Gartner research reveals a clear correlation between the number of customer data dimensions used in a personalised message, and the proportion of customer who perceive that message to be “creepy”. In other words, the more personalised a message or moment is, the greater the risk that the customer will perceive it to be inappropriate.

Furthermore, the consequences of over-personalisation are significant. A Gartner survey of over 2,500 participants found that people are more than three times more likely to give up on brands altogether that “over-personalise” versus those that under (or don’t) personalise.

Thus, the balance brands must achieve is a delicate one: How to personalise just enough to be effective…but not too much to be perceived as creepy?

 

How a little customer knowledge can provide a lot of relevant, actionable help

There is one approach that appears to be most effective at designing personalised moments that achieve this delicate balance.

Gartner research revealed that of all the different types of personalised messages received by customers, messages that are fundamentally perceived to be “helpful” are the most impactful. More specifically, messages that are both helpful but also include just a little customer data (up to three customer data dimensions) are the most effective of all.

This type of ‘tailored help’ message proved to be the most impactful of all in terms of improving brand intent, purchase and repurchase. Of all the profiled examples in Gartner’s Tailored Help showcase, the key to this approach is not to start with customer data, but instead to start with identifying the type of help customer require most. Assessing the minimal customer data requirements to deliver a helpful message comes at the very end.

(For more information on this, please see How Financial Services Marketers Can Best Position Personalization to Maximize Financial Empowerment)

By: Alex De Fursac Gash

This article was republished with permission from the Gartner Blog Network

Got a news tip for our journalists? Share it with us anonymously here.
Digital Nation

You just read a Digital Nation story.

There are many others like it. Subscribe to our new weekly Digital Nation e-newsletter for more HR, finance, marketing, risk and emerging technology news and discussions.

SUBSCRIBE
© Digital Nation
Tags:
gartnermarketingpersonalisation

Related Articles

  • Adelaide University stands up its digital stack Adelaide University stands up its digital stack
  • Webjet Group appoints tech-based marketing chief Webjet Group appoints tech-based marketing chief
  • Afterpay rebuilds marketing ops with new CDP and data stack Afterpay rebuilds marketing ops with new CDP and data stack
  • David Jones shapes store design, lease negotiations with customer feedback David Jones shapes store design, lease negotiations with customer feedback

Partner Content

AI in cybersecurity: weapon or shield?
Promoted Content AI in cybersecurity: weapon or shield?
Ransomware targets Australian SME false sense of security
Partner Content Ransomware targets Australian SME false sense of security
Logicalis APAC CIO Report: The CIO’s 2025 Mandate
Partner Content Logicalis APAC CIO Report: The CIO’s 2025 Mandate
Microsoft Copilot Partner Hub
Microsoft Copilot Partner Hub

Sponsored Whitepapers

Datacom + Microsoft Azure: Turn Ideas Into Impact in Just 4 Weeks
Datacom + Microsoft Azure: Turn Ideas Into Impact in Just 4 Weeks
Protect APIs. Protect Your Business.
Protect APIs. Protect Your Business.
KnowBe4 Benchmark Report: Reducing Human Risk & Phishing Vulnerability in ANZ
KnowBe4 Benchmark Report: Reducing Human Risk & Phishing Vulnerability in ANZ
Modern Identity for SAP and Beyond: Replace SAP IDM with Saviynt
Modern Identity for SAP and Beyond: Replace SAP IDM with Saviynt
Saviynt Simplifies GRC and Access Control for SAP and Beyond
Saviynt Simplifies GRC and Access Control for SAP and Beyond

Events

  • Tech in Gov 2025 Tech in Gov 2025
  • Forrester's Technology & Innovation Summit APAC 2025 Forrester's Technology & Innovation Summit APAC 2025
  • Security Exhibition & Conference 2025 Security Exhibition & Conference 2025
  • Integrate Expo 2025 Integrate Expo 2025
  • Digital As Usual Cybersecurity Roadshow: Brisbane edition Digital As Usual Cybersecurity Roadshow: Brisbane edition
Share on Facebook Share on LinkedIn Share on Whatsapp Email A Friend

Most Read Articles

Adelaide University stands up its digital stack

Adelaide University stands up its digital stack

David Jones shapes store design, lease negotiations with customer feedback

David Jones shapes store design, lease negotiations with customer feedback

Afterpay rebuilds marketing ops with new CDP and data stack

Afterpay rebuilds marketing ops with new CDP and data stack

Webjet Group appoints tech-based marketing chief

Webjet Group appoints tech-based marketing chief

techpartner.news logo
Dave Stevens on Brennan's evolution and the need for Aussie tech unity
Dave Stevens on Brennan's evolution and the need for Aussie tech unity
Sydney's ITKnocks on contact centre AI and the slow death of the IVR
Sydney's ITKnocks on contact centre AI and the slow death of the IVR
"It's an exciting time to be part of the health and aged care sector"
"It's an exciting time to be part of the health and aged care sector"
Insicon founder Matt Miller on the coming 'tsunami' of compliance and educating boards about cyber security
Insicon founder Matt Miller on the coming 'tsunami' of compliance and educating boards about cyber security
Orro claims Australia first with managed digital asset discovery service
Orro claims Australia first with managed digital asset discovery service
All rights reserved. This material may not be published, broadcast, rewritten or redistributed in any form without prior authorisation.
Your use of this website constitutes acceptance of nextmedia's Privacy Policy and Terms & Conditions.