This is an insightful look at personalization and its impact when done well. I did not know about Wendy's but it shows how quickly public opinion can change when new strategies feel more like a cash grab than a customer benefit. Striking the right balance between innovation, transparency, and trust will be super important, especially as people become more aware (and skeptical) of how companies handle their data. It’ll be interesting to see who gets it right in 2025 and sets the standard. Thank you bro.
Thanks for the comment and sharing, sis. Here’s something funny: I had already written this post and had used the Wendy’s example in the middle of the post. I gave Grok the text of the post and asked it to give me suggestions on how to make the it post more interesting. It’s top suggestion was lead with the Wendy’s example to grab attention. I moved it up, and the comments confirm that was the right choice. Which confirms for me the idea that these AI tools work better as editor than writer :) Happy Wednesday, Neela!
Wow, I hadn't heard about Wendy's using AI in that way. I'm sure that went over like a lead balloon. But I think we need to get used to this because it's only going to increase.
An excellent summary. Wendy's might of missed the mark with dynamic pricing, but other chain restaurants have been successful using personalization for their loyalty programs. I wonder when personalization becomes ineffective when there are too many data points which overprocess consumer purchasing behavior and forget about human impulse purchasing or as you state the creepiness factor.
Good thoughts, Jimmy. IMO, as long as personalization leads to an additional layer of convenience for the customer, most customers are fine with it. But when it’s highly customized in a way that doesn’t add value, I think that’s when the ‘creepiness’ feeling sets in. At its root, all marketing should create some level of value for the customer. As long as value-creation happens, the customer will listen (or tolerate) the marketing messages. It will be interesting to see how the restaurant industry handles implementing dynamic or surge pricing moving forward. Will be a hard sell for customers to communicate value IMO
All aboard this train at the moment. I mean... if you can't beat them... 😉
Taking a step back, I think the operative word here is 'discernment'. AI is amazing at minimising some of what is often 'low-value work' (such as adjusting individual emails, looking at reams of data), and the secret ingredient is how we deploy that in a way that's meaningful to the customer.
‘discernment’ is a skill I am trying to cultivate this year, and I am finding myself being drawn more to people who have this gift. And yes, value provided to the customer is always paramount. Thanks for chiming in, Scott.
This is an insightful look at personalization and its impact when done well. I did not know about Wendy's but it shows how quickly public opinion can change when new strategies feel more like a cash grab than a customer benefit. Striking the right balance between innovation, transparency, and trust will be super important, especially as people become more aware (and skeptical) of how companies handle their data. It’ll be interesting to see who gets it right in 2025 and sets the standard. Thank you bro.
Thanks for the comment and sharing, sis. Here’s something funny: I had already written this post and had used the Wendy’s example in the middle of the post. I gave Grok the text of the post and asked it to give me suggestions on how to make the it post more interesting. It’s top suggestion was lead with the Wendy’s example to grab attention. I moved it up, and the comments confirm that was the right choice. Which confirms for me the idea that these AI tools work better as editor than writer :) Happy Wednesday, Neela!
Wow, I hadn't heard about Wendy's using AI in that way. I'm sure that went over like a lead balloon. But I think we need to get used to this because it's only going to increase.
I agree, Bette. Once one fast food chain starts using it, they all will and it will spread to other industries as well.
An excellent summary. Wendy's might of missed the mark with dynamic pricing, but other chain restaurants have been successful using personalization for their loyalty programs. I wonder when personalization becomes ineffective when there are too many data points which overprocess consumer purchasing behavior and forget about human impulse purchasing or as you state the creepiness factor.
Good thoughts, Jimmy. IMO, as long as personalization leads to an additional layer of convenience for the customer, most customers are fine with it. But when it’s highly customized in a way that doesn’t add value, I think that’s when the ‘creepiness’ feeling sets in. At its root, all marketing should create some level of value for the customer. As long as value-creation happens, the customer will listen (or tolerate) the marketing messages. It will be interesting to see how the restaurant industry handles implementing dynamic or surge pricing moving forward. Will be a hard sell for customers to communicate value IMO
All aboard this train at the moment. I mean... if you can't beat them... 😉
Taking a step back, I think the operative word here is 'discernment'. AI is amazing at minimising some of what is often 'low-value work' (such as adjusting individual emails, looking at reams of data), and the secret ingredient is how we deploy that in a way that's meaningful to the customer.
Thanks for sharing the tips!
‘discernment’ is a skill I am trying to cultivate this year, and I am finding myself being drawn more to people who have this gift. And yes, value provided to the customer is always paramount. Thanks for chiming in, Scott.