Personalization

3 Tips for Reducing Cart Abandonment
May 13, 2021 at 2:12 pm

Checkout remains one of the largest points of frustration in e-commerce. In 2021, roughly 70 percent of shopping carts are still abandoned at checkout. This massive loss in potential sales at the last moment has driven countless merchants to distraction trying to recapture this revenue, while others, unfortunately, ignore this potentially lucrative revenue stream. Merchants…

The New Retail Reality
May 11, 2021 at 1:38 pm

The COVID pandemic forever changed shopping as we know it. We’ve seen human behaviors change virtually overnight due to the impact of COVID. In fact, 60 percent of global customers changed their shopping behaviors since the onset of the pandemic. This simple human shift of being at home vs. being “out” had a ripple effect…

Boost Gift Card Sales With Focus on Personalization, B-to-B
May 6, 2021 at 7:14 pm

As part of the 2020 Merchant Gift Card Omnichannel Evaluation, NAPCO Research, in conjunction with Blackhawk Network, conducted a comprehensive analysis of 100 leading merchants' gift card programs. The evaluations consisted of a thorough assessment of the consumer gift card purchase and recipient experience across multiple channels, including in-store, desktop e-commerce site, mobile website, and mobile…

Guide the Customer Journey With Personalized, Moments-Based Marketing
May 6, 2021 at 5:34 pm

Consumers are bombarded with sales messaging from dozens (or even hundreds or thousands) of brands across multiple channels throughout the day. The only way to cut through the noise is with meaningful interaction. And the only way to do that is to understand the customer’s needs and where he/she is in their journey, a unique…

The Next Phase of E-Commerce: A 'Human' Customer Experience
April 29, 2021 at 11:29 am

The e-commerce customer experience will continue to evolve … but how? The coming wave is going to be dramatically different. While e-commerce is nearing 30 percent penetration among consumers globally and almost any product can be bought online, most of these experiences are still based on intent. IRL shopping experiences are still, in many ways,…

Why Your Brand Needs to Deliver a Unified Customer Experience
April 20, 2021 at 4:09 pm

To reach consumers, brands need omnichannel strategies that deliver a consistent customer experience at every touchpoint. Yet today’s technical and business conversations about omnichannel are often too limited in scope to achieve what’s ultimately possible. Brands typically only focus on customer interactions across one or two channels or fail to break up the many information…

Retail Trends That Will Outlast the Pandemic
April 20, 2021 at 2:54 pm

To survive and succeed in the era of the COVID-19 pandemic, retailers quickly adapted to meet customers' priorities and needs. Convenience became a touchstone of our "new normal," defining how, when, and where we shop. This trend will continue to be a hallmark of how consumers and retailers engage in the future. A recent report…

Consumer Communication: Online Retail’s Real Challenge Post-Lockdown
April 19, 2021 at 7:01 pm

2020 presented challenge after challenge for the retail industry. While COVID-related online shopping resulted in an estimated revenue boost of $175 billion, the industry itself took a loss, with total sales dropping 10.5 percent — a number not seen since 2016. This unique combination created new challenges for retailers and brands of every shape and size,…

Report: Sephora Tops 2021 Retail Personalization Index for 4th Straight Year
April 15, 2021 at 12:06 pm

The results are in for this year’s Retail Personalization Index (RPI), and Sephora earned top marks for the fourth year in a row. The RPI uses a 5,000 strong consumer survey to determine the most important elements of personalized customer experience across the web, email, mobile, other digital channels and in stores. Sailthru’s research team…

The Digital Customer Tipping Point: Brands Pivot From Survive to Thrive
April 14, 2021 at 12:56 pm

COVID-19 forced retailers and restaurants to squeeze years’ worth of digital transformations in the span of a few weeks. As in-store shopping and in-person dining models became untenable in March 2020, retailers and restaurants pivoted to contactless delivery/pickup; buy online, pick up in-store (BOPIS); and mobile and loyalty apps to keep their businesses open. In…