These days it seems like personalisation is the be all and end all of providing a good CX.
If you can't provide good personalisation on your site, then you can't appear personable. If there's one thing we've learned over the last year or so, it's that people yearn for a personable and human touch, and will look elsewhere if they don't get that.
Don't get me wrong, personalisation isn't all about seeming like a person though, it's mostly about offering your customers an experience that's tailored to them.
Now, it may seem that like simple telling someone that they might like X because they recently bought Z is superficial at best, and people can just search for what they want, but it's not like that at all.
Personalisation is very important and offers almost unparalleled ROI. Here's the proof...
The customer view
74% of customers feel frustrated when website content is not personalised (Instapage).
Retail TouchPoints say 36% of consumers believe retailers need to do more to offer personalised experiences.
According to Accenture, 91% of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them.
On this, Invesp found that 56% of online shoppers are more likely to return to a website that recommends relevant products to them.
Meanwhile, 63% of consumers will stop buying from brands that use poor personalisation tactics, according to Smart Insights.
80% of consumers are more likely to make a purchase from a brand that provides personalised experiences (Epsilon).
Smarter HQ claim that 72% of consumers say they only engage with personalised messaging.
Similarly, the say that 80% of frequent shoppers only shop with brands that personalise the experience
42% of consumers are annoyed when content isn’t personalised (Adobe).
Smarter HQ say that in exchange for a cheaper and easier experience, 90% of consumers are willing to share personal behavioural data with companies
How companies approach personalisation
80% of companies report seeing an uplift since implementing personalisation (Econsultancy).
Companies using advanced personalisation report a $20 return for every $1 spent. Not bad at all! (Clickz).
86% of marketers have seen a measurable lift in business results from their personalisation campaigns, according to Evergage.
Smarter HQ say that millennial brand loyalty increases by 28% if they are on the receiving end of personalised communication.
95% of companies that saw 3x ROI from their personalisation efforts increased profitability in the following year, explain Monetate.
Adweek say that personalisation can reduce customer acquisition costs by up to 50%.
55% of marketers say the top benefit of personalization is increased visitor engagement and improved customer experience, as per Evergage.
Personalization can reduce customer acquisition costs by up to 50%, while increasing marketing spend efficiency by up to 30% - Adweek.