You might ask what the difference is between personalization and authenticity in CRM, and the answer is subtle. For a long time I have felt — and said — that we overemphasize personalization when what customers really want is authenticity. However, examples are hard to find, especially with our current culture’s strong emphasis on personalization and the tendency to give authenticity quizzical looks. Perhaps you are feeling quizzical right now. Nonetheless, a perfect example turned up in an article titled “Learning to Speak Lingerie.”
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To Personalize or to Be Authentic
Posted by: Denis Pombriant August 26, 2015 04:23 PMYou might ask what the difference is between personalization and authenticity in CRM, and the answer is subtle. For a long time I have felt — and said — that we overemphasize personalization when what customers really want is authenticity. However, examples are hard to find, especially with our current culture’s strong emphasis on personalization and the tendency to give authenticity quizzical looks. Perhaps you are feeling quizzical right now. Nonetheless, a perfect example turned up in an article titled “Learning to Speak Lingerie.”