Personalization

For the past four years, the Gladly team has released its annual Customer Expectations Report to better understand today’s customers — e.g., the types of experiences they want and expect from the brands they love. But as we all know, the world is a very different place today, one where we talk about social distancing…

Retailers are strongly committed to leveraging innovative technology to create a meaningful experience for their customers — particularly as more customers interact with them digitally. Think about all of the companies that enable you to order items online and pick them up in-store, order food through mobile apps, and/or watch video via streaming services. These…

In recent months, we conducted two distinct audits as part of an ongoing series to understand how well brands are capturing and using customer data to deliver personalized marketing experiences. The first Customer Experience Audit focused on women’s retail; the second looked at lifestyle footwear. In both cases, we created distinct audit “shoppers” to interact…

COVID-19 has changed the way consumers behave and therefore how businesses operate. Many were forced to adapt essentially overnight to digital channels. In fact, Microsoft’s CEO reported experiencing two years of digital transformation in two months. This was also the case for many retailers, both e-commerce and storefront-centric businesses. These sudden behavioral changes have exposed…

Before the rise of e-commerce, success in retail was driven by customer service, including interactions between store associates and customers. A hallmark of mom-and-pop shops, close relationships between associates and customers enabled a highly personalized level of service that drove sales and retailer loyalty. Yet, with the emergence of big-box retailers, shopping centers and eventually…

Competition in retail is higher than ever. Businesses have to find new strategic ways to stay ahead of their peers. If only brands could predict their customers’ expectations! Well, they actually can, with the help of artificial intelligence (AI) tools that convert data into valuable insights. How do predictive analytics tools actually create value for…

Online shopping has become an essential service during the COVID-19 crisis. No longer is going to the supermarket, bank or mall a safe option for consumers. Rather, sourcing and purchasing from the safety and comfort of one’s home is the new normal. Online retailers are experiencing surges of 30 percent and higher, traffic is scaling…

Register now, and learn more about the 3 key areas needed to get personalization right in a world impacted by C-19.

Personalization. We’re hearing the buzzword with increasing regularity these days. The question is: What’s driving the demand for acutely curated experiences at retail? Consumers are growing progressively more comfortable in making online purchases. Accustomed to personalized experiences and tailored recommendations in the digital space, shoppers today have heightened expectations when returning to brick-and-mortar stores. These…

It was nearly 30 years ago that Tim Berners-Lee developed the first web browser, WorldWideWeb. As someone who has made a career helping brands harness the power of this spectacular innovation to sell more products and services, I would be remiss not to cogitate on both the opportunities and obstacles that have emerged in the…