When Personalization Backfires: The Pitfalls of Taking Things Personally in Business
Anexa
NOVEMBER 11, 2023
Personalization in the CX sector helps meet customer expectations. As a result, it shouldn’t hurt your business but instead, provide improved customer experiences and create opportunities. However, personalization can backfire when customers feel you’ve overstepped boundaries or your operations are negatively impacted. Balancing Act We are at a crossroads where the desire for personalization is challenged by consumers who resent brands using their personal information to increase sales.
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