Customer identification is key to personalization—yet most are anonymous until checkout

by | Nov 9, 2018 | Marketing, Public Relations

Customer identification is the first step necessary to personalize the shopping experience, yet most in-store shoppers are anonymous until they check out. According to the newly released 2018 Customer Experience/Unified Commerce Survey from retail management consulting firm BRP, only 13 percent of retailers identify customers when they walk in the store and another 10 percent identify customers pre-checkout. Retailers fare better online, as 30 percent identify customers when they enter the website and another 30 percent identify customers pre-checkout.

“While most online retailers are able to identify customers early in the browsing process in order to create a more personalized experience, identifying customers in the store continues to be a challenge for most brick-and-mortar retailers,” said Ryan Grogman, senior vice president at BRP, in a news release.”

Customer identification is key to personalization—yet most are anonymous until checkout

“Those online experiences have heightened customer expectations for personalization and they now expect the same level of service while shopping in a store. This is tremendous opportunity for retailers to improve the customer experience—turning anonymous shoppers into loyal customers.”

It’s critical to identify the customer early—as soon as they enter the store or begin researching online

This allows retailers to personalize the experience and influence customers’ shopping behaviors. Unfortunately, in most cases customer identification still happens at the point of checkout in the store—which is too late to empower associates to influence the current purchase decision.

Customer identification is key to personalization—yet most are anonymous until checkout

Without early identification of the customer, retailers miss critical engagement opportunities, such as clienteling and guided selling, which can increase sales and deliver an enhanced customer experience. Even more concerning is that 20 percent of retailers still have no ability to identify their customers in the store—even at checkout—which eliminates any opportunities for improving the post-purchase experience or customer loyalty.

Download the report here.

Customer identification is key to personalization—yet most are anonymous until checkout

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Richard Carufel
Richard Carufel is editor of Bulldog Reporter and the Daily ’Dog, one of the web’s leading sources of PR and marketing communications news and opinions. He has been reporting on the PR and communications industry for over 12 years, and has interviewed hundreds of journalists and PR industry leaders. Reach him at richardc@bulldogreporter.com; @BulldogReporter

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