Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Thinking Outside of the Recommendation Box: A Phased Approach to Omnichannel Personalization

1,484 views

Published on

Personalization is more than just product recommendations. It's about creating a 1:1 individualized experiences across all channels. Learn how to achieve omnichannel personalization success with these steps.

Published in: Retail
  • I pasted a website that might be helpful to you: ⇒ www.HelpWriting.net ⇐ Good luck!
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • If you’re looking for a great essay service then you should check out ⇒ www.HelpWriting.net ⇐. A friend of mine asked them to write a whole dissertation for him and he said it turned out great! Afterwards I also ordered an essay from them and I was very happy with the work I got too.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Thinking Outside of the Recommendation Box: A Phased Approach to Omnichannel Personalization

  1. 1. Thinking Outside of the Recommendation Box A Phased Approach to Omnichannel Personalization
  2. 2. Achieving Omnichannel Personalization Personalization is more than just a product recommendation box. It’s about creating individualized experiences across all channels. To be successful, retailers need to take a phased approach.
  3. 3. Phased Approach to Omnichannel Personalization 1 2 3 4 5 WEB PRODUCT RECOMMENDATIONS EMAIL MARKETING REMARKETING TRANSACTIONAL MOBILE TABLET APP VISUAL SEARCH 6 AUTO DISCOVERY 7 8 9 PRODUCT FINDER GIFT FINDER 10 CONTENT & OFFERS CALL CENTER IN-STORE DATA INTEGRATION Phases are shown in order of level-of-effort for implementation
  4. 4. Phase 1 Web Product Recommendations The first and most common first step in personalization is provide product recommendations on your desktop website. This will set you up for easier implementation of other products in later phases. up to a 50% lift in items per order up to a 50% lift in average order value up to a 150% boost in conversion Common Recommendation Locations: Home | Category | Search/No Results | Product Detail | Shopping Cart | Order Confirmation | Quick View Popup Modals
  5. 5. Email Personalization Marketing Emails Deliver personalized messages, offers and product recommendations. Remarketing Emails Recover lost sales from shoppers who abandoned (browse & Cart) and regenerate interest with relevant alternatives. Transactional Emails Cross-sell with accessories and related items based on previous purchase. up to a 240% lift in click through rate up to a 150% boost in conversion up to a 2% increase in total site revenue Transactional Remarketing Transactional Hero Image OFFER Recommendations Recommendations Recommendations OFFER Phase 2
  6. 6. Mobile/Tablet/App Personalization Leverage website data and provide the same personalized experience on mobile and tablet devices. Common Recommendation Locations: • Homepage • Product Detail • Search Results • No Search up to a 150% boost in conversion Phase 3
  7. 7. Data Integration You have the data. Why not use it! Demographic, CRM, POS, Social, Preference and other types of 3rd party data can be ingested and analyzed to find behavioral patterns for uncovering new segments, and for further targeting personalization to these segments. Data Types • Point of Sale • Personal preferences • Demographics • CRM • Reviews Phase 4
  8. 8. Visual Search Engage shoppers early with enhanced search functionality that incorporates type-ahead suggestions and relevant product recommendations related to search activity. Benefits • Enhance search experience • Improve product findability • Increase conversion and revenue • Can recommend/suggest products or content (articles, videos, offers) Up to 575% Conversion Increase* 50% AOV Increase* Up to 254% Conversion Increase* 19% AOV Increase* *Increases are compared to visitors that did not interact with type ahead suggested terms or recommendations Phase 5
  9. 9. Auto Discovery Completely personalize category and product listing pages based on in-session activity, interaction with faceted elements and shopper history Benefits • Dynamically show most relevant products based on shopper behavior/profile • Reduce time to find products • Increase conversion and revenue Up to 70% Click-Through Rate Increase Phase 6
  10. 10. Product Finder & Gift Finder Stand out from your competitors with a product finder or gift finder. Through a series of interactive lifestyle questions, this tool provides product suggestions based on the answers combined with customer profile. Only 2% bounce rate up to a 255% increase in session duration up to a 40% increase in conversion compared to product detail page 87% complete entire questionnaire Phase 7
  11. 11. Personalized Content & Offers From hero images to special offers, show your customers content they are interested in to enhance the overall shopping experience. Types of Content • Articles/blogs • Images • Videos • Special promotions • Sales and discounts up to a 11% increase in content engagement HERO CONTENT OFFER Phase 8
  12. 12. Contact Center Bring the same personalized experience offline and increase call center team productivity by automating the upsell/cross- sell process. Benefits • Provide consistent brand and messaging across your marketing channels • Empower your Customer Service agents with upsell and cross-sell opportunities • Increase customer satisfaction and repeat purchases up to a 103% increase in recommendation sales Phase 9
  13. 13. In-Store Help shoppers decide which products best suites them as well as relevant specials or offers when they are shopping in-store with personalization on any point of sale devices, including tablets and kiosks. Benefits • Provide consistent brand and messaging across your marketing channels • Empower your sales associates with special offers and content about each shopper • Unify data across online behavior and in- store purchases, including data on loyalty/rewards customers Phase 10
  14. 14. Continuous Performance Optimization Personalization is both an art and science. In order to continue to see increases in key performance metrics, testing and optimization is essential to improve over time. Testing Ideas • Location of personalization area (above or below fold) • Strategy by page • Brand preferences • Hero images and other content • Product boosting or biasing (best sellers, high margin) A B C D Test & Optimize
  15. 15. THANK YOU! Contact Certona to learn more about taking the path to omnichannel personalization. info@Certona.com US: 858.369.3888 UK: +44.845.121.5155 Read More on Omnichannel

×