For your future CX, you must make it personal

One of the challenges every business faces is how to retain customers and clients. Getting them to come to you the first time is actually less daunting than figuring out a strategy that keeps them coming back. These days, it is all about customer experience or CX. Customers and clients want you to get personal with them, to know their wants and needs. This, however, is more easily said than done. In some new research published by Forbes, it reveals some insights that just may make a huge difference in your future. The following is taken directly from that published data:

  • 71% of consumers feel frustrated when a shopping experience is impersonal. – Segment
  • 74% of customers feel frustrated when website content is not personalized. – Instapage
  • 47% of consumers check Amazon if the brand they’re shopping with doesn’t provide product suggestions that are relevant. – SmarterHQ
  • 36% of consumers say retailers need to do more to offer personalized experiences. – Retail TouchPoints
  • 91% of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. – Accenture80% of consumers are more likely to make a purchase from a brand that provides personalized experiences. – Epsilon
  • 90% of U.S. consumers find marketing personalization very or somewhat appealing. – Statista
  • 72% of consumers say they only engage with personalized messaging. – SmarterHQ
  • 80% of frequent shoppers only shop with brands that personalize the experience. – Smart
  • 56% of online shoppers are more likely to return to a website that recommends products. – Invesp
  • 63% of consumers will stop buying from brands that use poor personalization tactics. – Smart Insights
  • 66% of consumers say encountering content that isn’t personalized would stop them from making a purchase. – CMO by Adobe

  • 42% of consumers are annoyed when content isn’t personalized. – CMO by Adobe
  • More than 50% of consumers are willing to share information on products they like in order to get personalized discounts. – Retail TouchPoint
  • 83% of consumers are willing to share their data to create a more a personalized experience. – Accenture
  • 90% of consumers are willing to share personal behavioral data with companies for a cheaper and easier experience. – SmarterHQ64% of consumers are fine with retailers saving their purchase history and preferences if it allows them to offer more personalized experiences. – BRP Consulting
  • 74% of consumers say “living profiles” with more detailed personal preferences would be useful if they were used to curate personalized experiences, products and offers. – Accenture
  • 73% of consumers say a business has never communicated with them online in a way that felt too personalized or invasive. – Accenture
  • 70% of consumers say that a company understanding how they use products and services is very important to winning their business. – Salesforce
  • 80% of companies report seeing an uplift since implementing personalization. – Econsultancy
  • Companies using advanced personalization report a $20 return for every $1 spent. – ClickzMarketers report that personalization efforts can boost revenues by up to 15%. – Adweek
  • 95% of companies that saw 3x ROI from their personalization efforts increased profitability in the year after their personalization efforts. – Monetate
  • 88% of U.S. marketers have seen measurable improvements due to personalization, with more than half reporting a lift greater than 10%. – Instapage
  • Personalization can reduce customer acquisition costs by up to 50%. – Adweek
-Written by Kevin Sawyer