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  • January–February 2018
  • Article
  • Harvard Business Review

Ads That Don't Overstep: How to Make Sure You Don't Take Personalization Too Far

By: Leslie John, Tami Kim and Kate Barasz
  • Format:Print
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Abstract

Data gathered on the web has vastly enhanced the capabilities of marketers. With people regularly sharing personal details online and internet cookies tracking every click, companies can now gain unprecedented insight into individual consumers and target them with tailored ads. But when this practice feels invasive to people, it can prompt a strong backlash. Marketers today need to understand where to the draw the line. The good news is that psychologists already know a lot about what triggers privacy concerns off-line. These norms—and the authors’ research—strongly suggest that firms steer clear of two ad-targeting techniques generally disliked by consumers: using information obtained on a third-party site rather than on the site on which an ad appears, which is akin to talking behind someone’s back; and deducing information about people (such as a pregnancy) from analytics when they haven’t declared it themselves. If marketers avoid those tactics, use data judiciously, focus on increasing trust and transparency, and offer people control over their personal data, their ads are much more likely to be accepted by consumers and help raise interest in engaging with a company and its products.

Keywords

Digital Marketing; Customization and Personalization; Information; Customers; Attitudes

Citation

John, Leslie, Tami Kim, and Kate Barasz. "Ads That Don't Overstep: How to Make Sure You Don't Take Personalization Too Far." Harvard Business Review 96, no. 1 (January–February 2018): 62–69.
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About The Author

Leslie K. John

Negotiation, Organizations & Markets
→More Publications

More from the Authors

    • November 2022
    • Psychological Science

    Opportunity Neglect: An Aversion to Low-probability Gains

    By: Emily Prinsloo, Kate Barasz, Leslie K. John and Michael I. Norton
    • August 2022
    • Journal of Marketing Research (JMR)

    The Bulletproof Glass Effect: Unintended Consequences of Privacy Notices

    By: Aaron R. Brough, David A. Norton, Shannon L. Sciarappa and Leslie K. John
    • March 2022
    • Marketing Letters

    When Less Is More: Consumers Prefer Brands that Donate More in Relative versus Absolute Terms

    By: Elizabeth A. Keenan, Anne V. Wilson and Leslie K. John
More from the Authors
  • Opportunity Neglect: An Aversion to Low-probability Gains By: Emily Prinsloo, Kate Barasz, Leslie K. John and Michael I. Norton
  • The Bulletproof Glass Effect: Unintended Consequences of Privacy Notices By: Aaron R. Brough, David A. Norton, Shannon L. Sciarappa and Leslie K. John
  • When Less Is More: Consumers Prefer Brands that Donate More in Relative versus Absolute Terms By: Elizabeth A. Keenan, Anne V. Wilson and Leslie K. John
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