Behavioural Personalisation

Explore practical personalisation strategies beyond basic name insertion. Adam shares how pet food brands use breed selection to transform homepages, how fashion retailers show complementary products based on purchase history, and how international brands localise imagery and language by country. Learn which personalisation tools make implementation simple, how to personalise for both new and returning visitors, and why personalisation based on stated preferences (through quizzes) outperforms behavioural tracking alone.

Gen explains how quiz-based data collection enables true personalization at scale by understanding customer preferences, goals, and challenges through stated information rather than assumed behavior patterns.

The core methodology discussed is personalizing customer interactions based on behavior and purchase history. Matt demonstrates how sending personalized videos at key moments in the customer journey (signup, first purchase, high-value actions) creates emotional connections that automated emails cannot achieve, resulting in 60-70% NPS scores.

Discover how understanding individual motivation—the key driver of all behaviour—enables effective personalisation. Learn why asking questions at the start of the customer journey (rather than broadcasting features) helps you understand what visitors actually want, how to segment based on expressed needs rather than assumptions, and why values-based personalisation creates deeper tribal belonging than demographic targeting alone.

The Lux Lock platform creates persistent customer profiles that track preferences, sizes, and style choices across brands, enabling behavioral personalization at scale. Casey demonstrates how luxury brands use customer data to deliver tailored shopping experiences that replicate in-store concierge service online.

Shaan discusses showing the right pop-up to the right customer at the right time based on UTMs and customer data. Someone arriving from Facebook should see different offers and copy than someone from Google. Looking five years ahead, Shaan envisions extremely granular one-to-one experiences where visitors with different shopping habits see vastly different pop-ups with different offers, copy, and creative. The platform aims to personalise based on user behaviour, browsing history, and real-time actions to improve opt-in rates through relevant, contextual offers.

Needi's approach to personalisation goes beyond browsing history or purchase data. Lou shares how they personalise based on relationship dynamics, asking questions about why someone is giving a gift to understand the connection being sought. This behavioural approach considers relationship status (colleague vs client), the message being sent, and the recipient's values and interests. The episode demonstrates how deep personalisation based on psychological insights and relationship context creates experiences that recipients remember and purchasers value.

Discover how to create personalised experiences without invasive tracking through Zohar's Three C's framework. Learn progressive profiling techniques that build customer trust whilst gathering the behavioural insights needed for effective personalisation.

Evan discusses the critical importance of curation and personalization in modern subscription commerce, explaining how brands must ask questions about customer preferences, dietary needs, style preferences, and use that data to create personally curated experiences that make subscribers feel uniquely valued and understood.

Learn how to understand your target market through the lens of social media behaviour rather than basic demographics. Katie explains how to identify whether customers are active content creators, passive scrollers checking Instagram for five minutes before bed, or occasional sharers who only re-post resonant content. Discover why this behavioural understanding is critical for creating communication frameworks that meet customers where they actually are. This segment demonstrates how proper behavioural analysis at the research phase enables the 50% cart value increases Katie's clients achieve by getting the right content in front of the right people at the right time.

Tim Hughes explains how understanding buyer behaviour has fundamentally changed, with customers now researching everything online before making decisions. Learn how to personalise your approach based on where buyers are in their research journey, using social platforms to meet them at the right moment with content that addresses their specific needs and questions. This episode demonstrates how BMW UK used behavioural insights to generate 120 qualified leads by understanding what content resonates with buyers during their decision-making process.

Explore how commitment psychology influences customer willingness to share additional information, segmentation strategies based on average order value that determine optimal SMS approaches, and personalised follow-up sequences that adapt to customer behaviour patterns and purchase intent.