83 Per Cent of Consumers Expect Personalised Experience Online

mCommerce-Online-Shopping-Trolley-Retail.jpg83 per cent of customers expect brands to personalise online shopping experiences for them, presenting tailored recommendations, advertising and customer journeys that take into account previous transactions and browsing habits.

That figure comes from Monetates real-time marketing report, which urges retailers to provide customers with seamless, personalised experiences or risk alienating them completely, resulting in lost revenues and customer loyalty as they seek out shopping experiences that reflect their needs and preferences more closely.

The research supports figures from Gartner which show that by the end of 2016, 89 per cent of brands expect to compete primarily on customer experience rather than price and product as the key brand differentiator. Global online abandonment rates are at their highest level since 2013, at 69 per cent, forcing retailers to employ different online strategies that appeal to shoppers and help push them towards the final purchase.

“With high levels of competition, businesses are constantly thinking of ways to stay ahead of the curve when it comes to customer experience and interaction,” said Neil Roberts, head of digital at Eurostar. “Out customers are no longer just expecting us to engage and satisfy them; they now want us to inspire them too.”

“Brands need to be interacting with customers on an individual level, as opposed to simply delivering a one-size-fits-all approach,” said Mike Harris, vice president for EMEA at Monetate. “To be successful, you need to connect with each customers, in every moment, through all touch points, based on everything you know about them.”

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