Personalisation is a topic that continues to be at the top of many marketers’ minds. It has become a fundamental part of many brands’ digital strategies, and it has also proven its value in helping to drive sales and increase customer engagement.
So here's our top four reasons why it should be at the top of your mind as well...
1. Improve the customer experience
Presenting your customers with relevant and personalised content has been proven to create deeper relationships between brands and customers.
Each visitor or prospective buyer will be taking different journeys to and through your website to complete a purchase, find out more information, or download a whitepaper.
Visitors enjoy using a website that tailors their journey and offers them relevant content or products at the right time – and they will be more likely to complete checkout or return to the website in the future.
Creating a personalised experience for your website visitors means a better customer experience – it’s that simple.
2. Increase revenue
The correlation between better customer experience, improved conversion rates, and ultimately revenue, has become even more obvious over the past few years.
The average basket abandonment rate today is almost 69 percent (Baymard Institute) – and this basket abandonment rate has been proven to dramatically drop when a customer’s online journey is personalised.
According to a recent report from Accenture, 75 percent of consumers are more likely to buy from a retailer that recognises them by name, recommends options based on past purchases, or knows their purchase history.
Brands who create personalised experiences achieve revenue increases of between 6-10 percent (Qubit – 'Getting 6% more').
3. Stay ahead of the competition
Some of your competitors are already using a website platform or marketing technology that helps to personalise a visitor’s digital experience.
Rather than risk dissatisfied shoppers leaving your website and heading over to a competitor’s site, it’s time to act. Now.
4. Customers expect it
Customers expect a smooth, consistent and relevant experience across all touch points with a brand, across all their channels, whether that's web, mobile, in-store or over the phone.
According to a recent report (iVend Retail), twice as many consumers (27 percent) expected online personalisation to be mirrored in-store in 2016 than did the previous year (13 percent).
59 percent of UK consumers felt the online experience was more personal than those that take place in the store, while 86 percent said it was more convenient.
Using personalisation, you can create a fluid brand experience, offering your customers relevant information that will benefit them, guide them through products and services that they will be interested in and adapt to their behaviour, in real-time.
We think it's safe to say that personalisation is a very powerful tool that is becoming more critical to brands. It's become more than just customising a promotional email with your customers' first name; it's all about creating unique experiences for each customer, whenever and wherever.
We can help
We’re helping brands such as The AA and wagamama deliver personalised experiences for their customers using the Sitecore Experience Platform.
If you’d like to know more about how we can help you, get in touch today and ask for a demo.