Jimmy Kim argues companies have access to vast customer data but must balance personalization with respect. Browse-abandonment messages that remind users of recent site visits can feel helpful or creepy depending on how they're used, and overly intrusive tactics risk alienating customers.
We now have more personal data than ever on customers, their usage, their behaviors. And it's important you can stay relevant, but you can't go too creepy. I think that there's a balance of that. Like, I get it. Like when someone leaves a browse abandonment, you can get in front of them and say, hey, we saw you browsing our site. But it can start coming off a little borderline creepy if you're not there to actually help them out, but to just be like, hey, it's a browse abandonment. Like we saw you come back. Like sometimes people don't like that. Subscribe to the pod.
