Personalization

Big Data and the Future of Retail
September 3, 2020 at 10:14 am

The retail experience was undergoing a transformation even before the current pandemic forced massive changes in shopping behavior. A 2019 survey revealed that 92 percent of 1,400 retail leaders identified "reinventing the customer experience" as their top business priority. However, with the new reality we’ve all been forced into, the stakes for retailers are higher…

5 Ways Technology Can Minimize Product Return Rates
August 25, 2020 at 9:34 am

Between November 2019 and January 2020, shoppers across the U.S. bought a record amount of goods, about $1.1 trillion, approximately 5 percent more than in 2018 over the same period, according to Deloitte. This is good news for the fashion and beauty industry at large, however, there’s a growing problem in retail that may reach…

How to Reinvent CX in the New Normal With Omnichannel Personalization
August 11, 2020 at 3:26 pm

In today’s shopping environment, consumer habits change by the day. One day shoppers may browse social media for a particular product, and the next, they browse different websites for the same product. Consumer behavior was already shifting towards digital before the coronavirus crisis. The COVID-19 pandemic, with its stay-at-home orders, has taught even the most…

New Feature Lets Consumers Shop for Groceries From Yahoo Mail
July 20, 2020 at 4:10 pm

Verizon Media today announced the launch of Groceries from Walmart, a Yahoo Mail feature that enables users to browse, add to cart, and purchase essential groceries from Walmart within Yahoo Mail. According to Verizon Media, this is the first time that email users can fill a shopping cart from their inbox, streamlining their shopping experience from…

Transparency in a New Decade: Getting Your Customers to Opt in as Part of the Brand Experience
July 14, 2020 at 12:52 pm

Data has dramatically redefined the brand experience over the last decade. In some cases, it has migrated from outside the more traditional landscape — being compounded to reveal insight into consumer behavior — to data points that now can highlight why consumers make decisions in real time as they move through the physical world. Needless to…

A Step-by-Step Guide to Building a Retail Personalization Platform
July 10, 2020 at 12:56 pm

The majority of consumers — 80 percent to be exact — say they’re more likely to shop with a retailer that offers personalized experiences. The preference for personalization is so strong that 78 percent of customers won’t even engage with an offer that hasn’t been made relevant to them. Delivering on Personalization Pays Off Businesses that…

Today’s Consumers Expect Personalization: Here’s What This Means for Your Brand
July 7, 2020 at 3:37 pm

For the past four years, the Gladly team has released its annual Customer Expectations Report to better understand today’s customers — e.g., the types of experiences they want and expect from the brands they love. But as we all know, the world is a very different place today, one where we talk about social distancing…

Two Sides of the Identity Equation for Retailers
July 7, 2020 at 9:40 am

Retailers are strongly committed to leveraging innovative technology to create a meaningful experience for their customers — particularly as more customers interact with them digitally. Think about all of the companies that enable you to order items online and pick them up in-store, order food through mobile apps, and/or watch video via streaming services. These…

Evaluating the Personalized Customer Experience in Retail: 5 Key Lessons
June 30, 2020 at 3:32 pm

In recent months, we conducted two distinct audits as part of an ongoing series to understand how well brands are capturing and using customer data to deliver personalized marketing experiences. The first Customer Experience Audit focused on women’s retail; the second looked at lifestyle footwear. In both cases, we created distinct audit “shoppers” to interact…