Whoa here. I will agree that sites that take care to listen to the
customer and design a customer centered site do manage to do better.
I don't agree with the emotional aspect here though.
Personalizing things means that the user can find the information that
they need, that the person has access to enough information to make
a decision (the biggest fault of many large companies), and that
the user experiences less frustration in their quest.
The purchase of many Internet products is still guided far more
by intellect than emotion. That is the nature of the Internet
culture. It is also the nature of many non-US customers to make
most of their decisions based upon non-emotional things.
Mary Morris
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