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Back to Basics: Personalization only adds value if you do it right



Everyone knows that in our digital economy, data is more valuable than oil. But it’s what you actually do with data that makes it so valuable. Personalizing your user’s experience can do wonders for your conversion rate: the Boston Consulting Group has estimated that personalized experiences could show brands a revenue increase between 6% and 10%.

If you do it ineffectively, though, you’re at risk of wasting money. That’s where Conversion Rate Optimisation (CRO) comes in. CRO experts are all about finding out the best ways for you to optimize the user experience to boost conversions, and personalization is a great place to start. So, here’s my Personalization 101 to help you get going.

Segmenting and targeting audiences

First things first: don’t skip the basics. Know your audience and know yourself. If your company doesn’t have the budget, a rich set of data, or the technical capability for large-scale changes, that’s fine! A little personalization can go a long way.

Imagine you own a business selling pet supplies nationwide, and you’re running an online flash sale on dog beds. By segmenting your audience by what type of animal they have, and then targeting only dog owners with your sale ads and your sale landing page, you’re already making small steps to providing a relevant experience to your customers.

One British retailer does this by encouraging new customers to link their social accounts. This way, the company can, with consent, use information such as location and gender to segment their audiences and provide them with personalized offers and sales.

Ultimately, you want to make your site and your products as accessible and attractive to each potential customer as possible. As Steve Krug said: “As a user, I should never have to devote a millisecond of thought to whether things are clickable – or not.”

Be relevant in your user’s journey

Knowing that a user abandoned their cart is really helpful information. Why did they abandon it? Was the product too expensive? Did they run out of time on their lunch break? Did they see something else they preferred? Personalize the experience for them. If the products in their basket have a high value, you could send them an email with a 10% off code or suggest similar, more affordable options at the top of the page next time they visit. It’s personalized, but it’s not intrusive. It’s giving the user something that will actually benefit them.

It’s worth bearing in mind that people are often not buying for themselves: not all people buying baby products are parents themselves. Relevance means still being able to reach them without targeting them like expecting parents.

Don’t overdo it – and don’t be creepy

As with most things, personalization is best done in moderation. Just because you can do it, doesn’t mean you should. Data should be used wisely. Transparency and user consent really do matter. We’ve seen the trouble the tech giants have been in with opaque consent flows and some outright omissions. Users want to know how their data is being used.

Remember Target making the headlines for alerting a teenage girl’s parents to the fact she was pregnant by using her shopping behaviors to send her personalized coupons by mail?  Even Amazon, with its amazing resources and data, doesn’t get it quite right. They might show you the “buy it again” option for products you’re likely to need to stock up on but are equally likely to suggest repurchasing products no one is going to buy repeatedly in a short amount of time.

Consumers have become used to super-relevant ads and expect highly personalized experiences. In order to keep providing this within a world of less data and more regulation, we need to be smarter about what users want and how we can best deliver it to them. Invest your time and money into asking users what would be beneficial to them (e.g., in a quick survey or form when they arrive on your site). People know what they want, and they’re not afraid to tell you.

Do it right

Personalization done well can make consumers feel like you are engaging directly with them, making them more likely to convert. But remember that personalization isn’t the be-all and end-all. While it can be tremendously valuable, there’s no point in getting caught up in the buzzwords. If you’re going to do it, do it right. Don’t just copy what others are doing; figure out what’s best for your own clients or customers. Start small and build up in complexity, test everything, and always, always keep your end-user at the forefront of your mind.

Opinions expressed in this article are those of the guest author and not necessarily Marketing Land. Staff authors are listed here.

About The Author

Laura Robinson is head of conversion rate optimization at Brainlabs. Having conducted hundreds of experiments across several industries from e-commerce to finance, she is passionate about facilitating the increase in online sales for clients.


Amazon announces AWS Clean Rooms



Elon Musk has acquired Twitter

This week, Amazon announced AWS Clean Rooms, a service that will enable customers who use AWS Advertising and Marketing, as well as other data and media partners, to build data clean rooms. These clean rooms, which can be built in minutes, will keep data secure, while advertisers can use insights from the data to optimize campaigns and make other advertising and marketing decisions based on these insights.

“Using AWS Clean Rooms, customers can collaborate on a range of tasks, such as more effectively generating advertising campaign insights and analyzing investment data while improving data security,” said Dilip Kumar, vice president of AWS Applications, in a company release.

AWS Clean Rooms will become available in early 2023 in some U.S. markets, as well as in Europe and Asia Pacific markets.

Why we care. Through a number of partnerships over the last year, clean rooms have become more widely available for campaigns on the open web, as well as within “digital giants” (aka walled gardens) such as Amazon.

By including partners across identity, measurement and media, AWS can provide clean rooms for advertisers to execute campaigns outside of Amazon while gaining intelligence on campaign performance, all while keeping customer data secure.

Media partnerships. For instance, Fox Corporation is on board with their sports, news and entertainment properties. “It can be challenging for our advertising clients to determine how to best leverage our deep, differentiated set of data sources to optimize their media spend across our combined portfolio of entertainment, sports, and news brands, which reach hundreds of millions of monthly viewers,” said Lindsay Silver, senior vice president of data and commercial technology at Fox Corporation, in a release. “AWS Clean Rooms will enable data collaborations easily and securely in the AWS Cloud, which will help our advertising clients unlock new insights across every Fox brand and screen while protecting consumer data.”

Additionally, DISH Media will allow advertisers and agencies to run their own analysis in AWS Clean Rooms to optimize future campaigns across their audience of 31 million consumers.

Identity. Amazon says new identity capabilities will roll out to advertisers in the coming months to help brands match and link customer records across channels without compromising anonymity. They’ve announced information services company Experian as an AWS Clean Rooms partner in helping brands enrich their first-party data.

“By combining Experian’s identity resolution capabilities with AWS Clean Rooms, customers can securely unify and analyze their collective data to derive deeper insights and deliver more personalized customer experiences,” said Aimee Irwin, senior vice president of strategy and partnerships at Experian, in a statement.

Measurement and analytics. Comscore is also signed on as an AWS Clean Rooms partner. This means that they will be using the AWS cloud to host brands and connect them to Comscore’s Media Metrix suite, powered by Unified Digital Measurement 2.0 and Campaign Ratings.

These partnerships insert the AWS Advertising and Marketing cloud into the digital ad ecosphere at a time when privacy and first-party enrichment are top priorities for brands.

Dig deeper: Why we care about data clean rooms

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About The Author

Chris Wood

Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He has interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama as the country’s first federal CIO. He is especially interested in how new technologies, including voice and blockchain, are disrupting the marketing world as we know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has also written for KIRKUS, and contributes fiction, criticism and poetry to several leading book blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.

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