The Person in Personalisation: How to Humanize the eCommerce Customer Experience with author David Mannheim

eCommerce MasterPlan

David Mannheim is the author of “The Person in Personalisation: The Story Of How Marketing's Most Treasured Possession Became Anything but Personal”. AND founder of Made With Intent.

Hit PLAY to hear:

• Why most personalisation isn’t personal—and how to fix it
• The surprising link between empathy and customer retention
• Netflix’s 10-year lesson on making personalisation work
• The one question every brand should ask to connect deeply
• Easy, actionable steps to humanize your marketing today

Key timestamps to dive straight in:

[05:38] Debate over email subject lines' impact importance.

[08:18] Feeling nickel-and-dimed; brands lack personalization empathy.

[11:24] In-store vs. online: personalization, empathy difference.

[13:16] Personalization: Familiarity, acknowledgment, care, intimacy, authenticity, listening.

[19:31] Brands should prioritize personalization for customer retention.

[23:12] Framework created; personalization start routes explored.

[24:30] Understanding intent personalizes communication in eCommerce.

[25:51] Listen to David’s Top Tips!

Full episode notes here: https://ecmp.info/525

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