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Tailoring Customer Experience
Abdel Rahman Ismail, Director of Ecommerce, Technology & Performance, Gourmet Egypt
• Marketers see an average increase of 20 percent in sales when using personalized experiences.
• 80 percent of shoppers are more likely to buy from a company that offers personalized experiences.
• 60 percent of consumers say that they will likely become repeat buyers after a personalized shopping experience with a particular company.
• 78 percent of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience.
• 53 percent of digital experience delivery professionals said they lack the right technology to personalize experiences.
What is E-Commerce Personalization?:E-Commerce personalization is giving a tailored experience to your customers and letting them feel that they are part of this platform.
When you personalize your website, it will be easier for the customers to get what they want, see what they want, make more purchases, and increase the overall revenues!
Too many sections of personalization:
1 - Content personalization
Personalize the home page sections based on the customer behavior by creating segments for every group of users’ behavior. You can show different banner products based on every segment, which will let the customers feel that they have a personalized website just tailored for them.
3 - Personalized catalog listing:When the customer is shopping a category then the customer should see what is perfect for his/her dietary profile and based on previous purchases, this will create a great customer experience for the shopping journey.
4 - Personalized recommendation:When the customer sees the personalized recommended products on the product page, category page, and shopping cart page, this will increase the revenue by25 percent and create more engagement.
5 - Email recommendation:Sending an email to the customers is also generating money, so, personalizing and recommending products for the customer based on the shopping behavior and look alike customers will increase retention and revenue as well.
6 - Marketing automation:An important key of any E-Commerce platform that is mandatory to do!
The marketing automation or the customer engagement tool is important to keep connected and engaged with the customers, and this would give some personalization for communication, retention, cart abandonment, segmented push notification, and more.
When you personalize your website, it will be easier for the customers to get what they want, see what they want, make more purchases, and increase the overall revenues
Own an offline store?:You can personalize an offer for the customers so they can save their email where you can post the purchased items and behavior to your online store, then you can analyze their behavior and start recommending what they have purchased offline with look-alike items or personalize an offer through push notification or email increase the sales.
Do you know that you can retain your customers through social media ads and shopping ads?:Some 3rd party advertising tools provide an interesting tracking tool for customer retention by creating a remarketing campaign of what the customers have seen or added to their card but didn’t order on your website, or even retarget the customer who did not but within 2 weeks, really successful strategy for easy media buying!
Abdel Rahman Is mail:E-commerce Technology & Performance Director at Gourmet Food Stores.