Powerful Personalization: How to Provide Value and Avoid “Creepy”

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Personalization is a popular idea for brands and consumers alike. But few brands are able to deliver on customer expectations.

Ernan Roman of ERDM conducts specialized VoC research to identify high impact CX strategies which generate significant increases in revenue. In this video, Ernan shares how to “crack the code” for personalization success.

  • Why customers are willing to provide deep explicit preference data in exchange for “smart and authentic” personalization.
  • How MassMutual used customer insights to develop explicit preference data-based personalization, resulting in a five-fold increase in response.

Additional Resources Available at ERDM

  • Ebook; 8 Essentials for Effective Online Communities
  • Ebook; 5 Ways to Use Human Data to Drive Deep Engagement
  • Ebook; 5 Strategies for Transforming Your Customer Experience
  • Case Studies
  • Blog: Insights On Marketing Best Practices

Need help? Please email [email protected].

Ernan Roman
Ernan Roman (@ernanroman) is president of ERDM Corp. and author of Voice of the Customer Marketing. He was inducted into the DMA Marketing Hall of Fame due to the results his VoC research-based CX strategies achieve for clients such as IBM, Microsoft, QVC, Gilt and HP. ERDM conducts deep qualitative research to help companies understand how customers articulate their feelings and expectations for high value CX and personalization. Named one of the Top 40 Digital Luminaries and one of the 100 Most Influential People in Business Marketing.

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