Page 39 - How Top Merchants Create the Best Customer Experience

39 HOW RETAILERS CONTINUE TO PERSONALIZE

HOW TOP MERCHANTS CREATE THE BEST CUSTOMER EXPERIENCE

“It’s really about building our relationship with our

customers, building our own first-party data and our

email list and keeping that relationship going.

— Barbara Hagen, vice president of sales and marketing, ThriftBooks

But that doesn’t mean ThriftBooks doesn’t personalize shopping

experiences for new customers as well, Hagan says.

“We don’t have as much information on them, so we have to glean
what we can from what we can see on the behavior on the site, or
what they’re engaging with,” she says.

SURVEYS AND QUIZZES HELP RETAILERS GET TO KNOW
POTENTIAL CUSTOMERS

Similar to ThriftBooks, skincare retailer Flora & Noor is limited in
how it can offer personalized experiences to new customers.

“We don’t know everything about them yet,” says Jordan

Karim, founder and CEO. “Newer customers don’t get as much
personalized information as the customers that are more
established. We send them different things based on how long they

have been a customer.”

So, to acquire shopper data, Flora & Noor developed a skincare
quiz that allows the retailer to learn more about both its returning
shoppers and new ones.

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