Personalization
Data has dramatically redefined the brand experience over the last decade. In some cases, it has migrated from outside the more traditional landscape โ being compounded to reveal insight into consumer behavior โ to data points that now can highlight why consumers make decisions in real time as they move through the physical world. Needless toโฆ
The majority of consumers โ 80 percent to be exact โ say theyโre more likely to shop with a retailer that offers personalized experiences. The preference for personalization is so strong that 78 percent of customers wonโt even engage with an offer that hasnโt been made relevant to them. Delivering on Personalization Pays Off Businesses thatโฆ
Recent data found that nearly 70 percent of shoppers have made multiple buy online, pick up in-store (BOPIS) purchases, and over half have decided where to buy a product online based on whether they can pick it up in-store. BOPIS continues to grow in popularity among consumers, and for good reason โ it combines theโฆ
For the past four years, the Gladly team has released its annual Customer Expectations Report to better understand todayโs customers โ 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 distancingโฆ
Retailers are strongly committed to leveraging innovative technology to create a meaningful experience for their customers โ 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. Theseโฆ
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 womenโs retail; the second looked at lifestyle footwear. In both cases, we created distinct audit โshoppersโ to interactโฆ
COVID-19 has changed the way consumers behave and therefore how businesses operate. Many were forced to adapt essentially overnight to digital channels. In fact, Microsoftโs CEO reported experiencing two years of digital transformation in two months. This was also the case for many retailers, both e-commerce and storefront-centric businesses. These sudden behavioral changes have exposedโฆ
Before the rise of e-commerce, success in retail was driven by customer service, including interactions between store associates and customers. A hallmark of mom-and-pop shops, close relationships between associates and customers enabled a highly personalized level of service that drove sales and retailer loyalty. Yet, with the emergence of big-box retailers, shopping centers and eventuallyโฆ
Competition in retail is higher than ever. Businesses have to find new strategic ways to stay ahead of their peers. If only brands could predict their customersโ expectations! Well, they actually can, with the help of artificial intelligence (AI) tools that convert data into valuable insights. How do predictive analytics tools actually create value forโฆ
Online shopping has become an essential service during the COVID-19 crisis. No longer is going to the supermarket, bank or mall a safe option for consumers. Rather, sourcing and purchasing from the safety and comfort of oneโs home is the new normal. Online retailers are experiencing surges of 30 percent and higher, traffic is scalingโฆ