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

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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