OPEN YOUR DOORS & DON'T FORGET TO OPEN YOUR ARMS

摘要

As different parts of the country begin entering the various phases of returning to "normal", consumers are starting to enter non-essential retail locations again. Beyond wanting to scream from the highest mountaintop over this news, I also wanted to chat about personalization and how easy it will be to lose that edge in the social distancing, mask wearing, plexiglass barrier return to retail you'll now be dealing with. Personalization has become such a key element in the retail world that consumers are now expecting some level of personalization when they enter a retail location. According to retail research firm Segment, 40% of U.S. consumers say they've purchased something more expensive than they originally planned because their customer experience was personalized. And in a recent Infosys survey, 86% of consumers said personalization has at least some impact on what they purchase. Add to this the simple facts that personalizing the retail shopping experience consistently leads to better customer experiences, increased word-of-mouth promotion, and ultimately increased customer loyalty.