05/26/2026
“Personalization” is not putting someone’s first name in the subject line.
Customers are smarter than that now.
Real personalization is understanding:
• what people bought
• what they care about
• what stage they’re in
• what problem they’re trying to solve
A restaurant customer shouldn’t get the same email as a catering lead.
A first-time visitor shouldn’t get the same email as a loyal customer.
Most businesses don’t have an email problem.
They have a relevance problem.