The importance of personalization in e-commerce
Posted: Mon Feb 17, 2025 8:26 am
The most important factor in converting a potential customer into a real one is the shopping experience . It is no coincidence that some famous brands have developed specific strategies to improve the experience in physical stores. Think of the music and scents that envelop you (or hammer you) as soon as you cross the threshold of some stores, have you ever heard of olfactory marketing? On the other hand, this attention to the sensory aspect is a normal consequence of customer-oriented marketing . The customer as a human being spends his life making experiences, so marketing has also become “experiential”.
So why invest in a personalized customer experience?
to be able to implement effective cross-selling and up-selling strategies
to improve customer loyalty
to improve customer satisfaction
And so, ultimately, to increase sales and optimize investments . And this is albania cell phone number list not just theory, the data confirms it. Let the numbers speak:
Companies that invest in customer experience are 60% more profitable
Brands that care about their customers' customer experience charge 5.7 times more than those that don't
84% of companies that decide to improve their customer experience report an increase in revenue
A McKinsey study showed that personalizing user experience can increase ROI by about 5/8 times and sales by 20%
Dimension Data reports that a good customer personalization strategy results in a 92% increase in customer retention, an 84% increase in revenue, and 79% savings.
Personalized CTAs convert 42% more than traditional CTAs, average transaction value increases, as does conversion rate
One company that has taken advantage of customer experience personalization strategies more than others is Amazon , and it seems to have taken advantage of it well. If you’ve ever searched the site, you’ll have noticed personalized pop-ups, shopping recommendations based on your search history, and emails with ad hoc offers. It’s just a matter of starting with small things, precautions that make the user feel valued and listened to. And today, it’s a winning combination.
So why invest in a personalized customer experience?
to be able to implement effective cross-selling and up-selling strategies
to improve customer loyalty
to improve customer satisfaction
And so, ultimately, to increase sales and optimize investments . And this is albania cell phone number list not just theory, the data confirms it. Let the numbers speak:
Companies that invest in customer experience are 60% more profitable
Brands that care about their customers' customer experience charge 5.7 times more than those that don't
84% of companies that decide to improve their customer experience report an increase in revenue
A McKinsey study showed that personalizing user experience can increase ROI by about 5/8 times and sales by 20%
Dimension Data reports that a good customer personalization strategy results in a 92% increase in customer retention, an 84% increase in revenue, and 79% savings.
Personalized CTAs convert 42% more than traditional CTAs, average transaction value increases, as does conversion rate
One company that has taken advantage of customer experience personalization strategies more than others is Amazon , and it seems to have taken advantage of it well. If you’ve ever searched the site, you’ll have noticed personalized pop-ups, shopping recommendations based on your search history, and emails with ad hoc offers. It’s just a matter of starting with small things, precautions that make the user feel valued and listened to. And today, it’s a winning combination.