Page 38 - How Top Merchants Create the Best Customer Experience
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38      HOW RETAILERS CONTINUE TO PERSONALIZE

                  HOW TOP MERCHANTS CREATE THE BEST CUSTOMER EXPERIENCE



        This type of personalization resonates with many consumers,

        according to a January 2022 survey of 1,108 online shoppers by
        Digital Commerce 360 and Bizrate Insights. 41% of consumers said
        retailer recommendations based on prior purchasing behavior

        would make them more likely to purchase.


        Personalized recommendations help shoppers discover new
        books and inspire them to come back to the site, and it provides a
        foundation for business growth, Hagen says without providing data.






        PERSONALIZATION HELPS MANY ONLINE SHOPPERS CONVERT
        Which of the following aspects of a personalized experience make you more
        likely to purchase on a retailer’s website? Please select all that apply.


        Homepage presentation
                                                                    44%


        Recommendations based on prior purchase behavior

                                                                41%


        Recommendations based on prior shopping/browsing behavior
                                                            39%


        Cart abandonment email

                                              29%


        Post-order emails based on prior behavior
                             18%


        Retailer’s welcome messaging

                            17%


        Source: Digital Commerce 360/Bizrate Insights, 1,108 online shoppers, January 2022



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