The top challenge for store associates is identifying and engaging with the most valuable consumers. Most retailers collect basic customer contact information but fewer than 20% collect store shopping preferences such as size and color. Only 13% of retailers have access to a customer’s browsing history. The article explains how Clienteling is able to gather more information than ever before about frequent shoppers which enables retailers to differentiate themselves from their competition and identify and understand who their best customers are. (Luxury Daily)

Many studies argue that consumers are favorably disposed toward personalization and explain that they are willing to share their personal data to enable better shopping experiences. There’s a growing expectation of personalization, especially among Millennials and on mobile devices. Although retailers have all the customer data that they need, more than half of retailers struggle to recognize and engage their best customers. (Marketing Land)

A buyer’s journey is longer than ever before with the average customer going through at least five touch points before converting. One thing is for sure – each buyer’s journey is unique. This makes it much more difficult for a brand to connect with buyers. Dan Stasiewski of Hubspot discusses the 8 personalization trends that are reinventing the buyer’s journey and explains the impact that they have on the entire experience for buyers. (Hubspot)

With ever-changing expectations and the accessibility of other options, users are much more likely to switch brands if they are unsatisfied with customer service. It is now the experience that a retailer provides which is key to obtaining and retaining customers, and ultimately, encouraging loyalty. Customer experience should not be thought of in pieces and should include analytics for pro-active support during the entire end-to-end process. (Huffington Post)

Feature Photo Source: Janon Geng