Standardization vs. Customisation: Finding the Balance (Part 1)
Discover the value of customising on-site content for international customers.
 4 Min. Read |  Dominic Dithurbide |  March 19, 2025 |
| 4 Min. Read | Dominic Dithurbide | March 19, 2025 |
When it comes to providing international customers with a seamless cross-channel online experience, savvy marketers must find the best way to engage them in their preferred languages. However, they must also achieve this without diluting their overall brand messaging.
On one hand, a fully standardized approach to global marketing ensures consistency and efficiency, maintaining the same customer experience across all markets. On the other hand, failing to customize content appropriately for different audiences can alienate customers with tone-deaf messaging.
Striking the right balance between standardization and customization is essential. Fortunately, businesses can adopt strategies that successfully navigate this challenge.
There are many compelling reasons to standardize branding and products across global markets, such as:
This one-size-fits-all approach focuses on volume, cost management, and operational efficiency. However, it comes with drawbacks. The administrative overhead required to coordinate worldwide efforts can be significant, and it limits the ability to leverage local market trends effectively.
An alternative is decentralized operations with strongly localised, multinational approaches. A CSA Research study found that 76% of global consumers prefer purchasing from websites in their native language, reinforcing the need for localized content. Here, local teams may manage separate content libraries and oversee different marketing efforts.
Customizing content and products for specific markets offers key advantages:
Despite these advantages, excessive customization can be inefficient and costly, making it challenging to scale content effectively.
These days, savvy companies have adopted a more balanced, transnational strategy that mixes global and multinational practices. Decision-making and content management are globalised, while in-market teams have the freedom to adopt marketing strategies that fit their local customers' needs.
This leverages both the economies of scale and flexibility to drive bottom-line growth. It's the balance between standardization and customisation.
The question isn't if companies should serve global customers in their native languages. It's how to do it with the right mix of standardised and customised content so every customer enjoys a culturally relevant and resonant experience. This must also be accomplished in ways that don't overburden internal resources or budgets.
This is more complicated than it seems. Companies can run the risk of over-standardising their content and offerings for global markets, which largely ignores local customers' needs. You can also over-localize, which can either come off as too "try hard" by local customers, or can't be sustained by your internal teams without generating significant effort and expense.
The secret is compromise.
The standardization/customization dilemma becomes even more apparent when businesses target multiple regions that share a common language, such as Latin America or English-speaking countries like the U.S., UK, and Canada. While standardizing content across these markets may seem logical, businesses must consider linguistic and cultural nuances. Over 20% of households in Canada speak French, which is why certain laws like Bill 96 were created: to protect the native language.
For example, can a single digital customer experience-often led by a website-effectively serve all of these markets, or should each region have its own localized version? Subtle but critical linguistic differences can influence the customer experience. Consider the distinction between "apartment" (U.S.) and "flat" (UK) or "pants" (U.S.) versus "trousers" (UK).
Region-specific languages and legal requirements further complicate the equation. A Spanish-language website may suffice for customers in Madrid and Mexico City but could alienate Spanish speakers in Catalonia, where Catalan is widely spoken. Similarly, Canadian regulations require brands to provide content in both English and French. Failing to comply can result in lost credibility-or even legal consequences.
Understanding these factors helps businesses determine which content should be standardized and what requires customization for specific global markets.
Be sure to read part two of this three-part series, which will illustrate the impact of standardization and customisation on SEO results and UX expectations. It also provides insightful questions that can help your brand find the right balance between standardised and customised content.
