Imagine a company that addressed single women about their pending nuptials or congratulated women on their first child even though they never have been pregnant.
These are just a few of the marketing snafus in over recent months by big companies (Pinterest and Shutterfly, respectively).
All the hype in marketing these days is about personalisation. The idea is making every interaction highly relevant and tailored to a specific individual, based on his or her online, social or app behaviour, shopping history, preferences, tastes, family and lifestyle details.
The proliferation of mobile devices has accelerated the desire by companies to personalise marketing efforts, but with embarrassing gaffs happening — and consumers all too eager to share their experiences on social networks — marketers need to protect themselves. Here’s four ways to do so:
1. Cross-reference all data.
Integrate and cross-reference data from all available first-party data sources (email, customer-relationship management tools, apps and transactions) and second-party sources (social media). When dealing with subjects about which emotions run high (such as pregnancy or other life-changing events), companies should have a double-confirmation system.
Was there a status change on Facebook? Did the customer purchase related items? Did this customer change her status within a profile on the company’s site? Only when there is second nod of validation, should companies use certain criteria to target a customer for the purchase of a product.
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