News • 14.09.2017

Top retail brands ranked with Personalization Index

The Retail Personalization Index ranks brands on the quality and degree of personalization in their customer experience.

Photo: Man in suit circling people icon with red marker; copyright:...
Source: panthermedia.net / Jirsak

Sailthru, the leading cross-channel experience management platform for the world's top retail and media companies, today announces the debut of its first annual Retail Personalization Index, a ranking of 100 top retail brands according to how well they personalize the customer experience.

The Retail Personalization Index was created to quantify how leading retailers are personalizing their customer experience; to determine gaps in the approach to personalization used by top retailers; and to examine the relationship between a personalized experience, customer satisfaction, and retention to drive revenue, reduce customer churn, and optimize engagement.

"The vast majority of the top 25 brands are growing revenues year on year, reinforcing the value of a personalized digital experience for customers as a prudent business strategy," said Neil Lustig, CEO, Sailthru. "What's even more telling about the value of personalization is that brands in the midst of executing turnaround strategies are rapidly evolving their customer experience to once again gain traction in the market."

Three key takeaways for retailers from the Personalization Index

Customer experience and personalization are inseparable; a high quality customer experience is one that is personalized, and a personalized experience likely to be high quality.

Size and scale are not necessary to execute and produce results; retailers should focus their personalization strategy on what makes them – and their buyers – unique.

Even the top brands in the study failed to score over 79 out of a possible 100; to provide a better customer experience, brands should focus on strengthening their experience across all of their customer touch points, not just on one channel.

Sailthru created the Retail Personalization Index in response to market feedback from retailers seeking a better understanding of what personalization is and which brands are taking innovative approaches. Scores were awarded on a scale of 0-100. Sephora earned highest honors on the index with a score of 79, followed by the top five brands JustFab, scoring 72, Walmart, scoring 69, Net-a-Porter, scoring 64, and Ebay, Nordstrom, and REI, all scoring 62.

Data for the Retail Personalization Index

"For a brand to achieve the highest possible score, a customer would have to find its omnichannel experience seamless - meaning no matter how they interacted with a brand, be it on mobile, desktop, email, in store, the experience would need to be fluid and comprehensive," said Jason Grunberg, Vice President of Marketing, Sailthru. "While many retailers tout omnichannel initiatives, our research proves that very few are close to meeting consumer expectations."

Research on the Personalization Index was conducted between April and August 2017 and scored 100 retail brands, as selected by Sailthru, on how they personalize the customer experience. Additionally, Sailthru fielded a survey of over 13,000 US and UK customers for each retailer (having shopped at one or more of the 100 retailers in the past 12 months) to quantify how those customers felt about the brand and their experience.

Source: Sailthru

related articles:

popular articles:

Thumbnail-Photo: Electronic shelf labels: photo store introduces new technology...
09.05.2020   #electronic shelf labels (ESL) #electric displays

Electronic shelf labels: photo store introduces new technology

Cooperation between Photografica and Delfi Technologies

Photografica is a professional photography store in the heart of Copenhagen. Here, personal counseling and service play a crucial role. To the benefit of both employees and customers, the store has installed electronic price tags.With a central ...

Thumbnail-Photo: Contactless? Cross-channel? Consumer-friendly?...
11.05.2020   #mobile payment #payment systems

Contactless? Cross-channel? Consumer-friendly?

Things to look for in a payment solution

Whether it’s e-commerce, point of sale, or mobile payment: we have to pay for our purchase. But what do customers want and expect from a payment solution? How can retailers meet these expectations and are self-checkouts really a faster option ...

Thumbnail-Photo: The new digital signage landscape: cloud-based...
14.04.2020   #digital signage #artificial intelligence

The new digital signage landscape: cloud-based

Using AI for automation and personalization

Big technology advancements mean digital signage systems are starting to become easier to use, to scale and to integrate, fuelling a market boom that will see the sector worth almost 30 billion dollars in five years' time.In a market that's ...

Thumbnail-Photo: Promotions and new product launches
04.06.2020   #product presentation #coronavirus

Promotions and new product launches

Challenge for CPG companies in the Corona crisis

The industry is also affected by the Corona crisis, although retail store were always open and some products were allowed to experience a real boost in sales through so-called hoarding. But there are very big challenges in this time. On the one ...

Thumbnail-Photo: Toshiba demonstrates the future of shopping at EuroShop 2020...
13.02.2020   #self-checkout systems #Trade fair special EuroShop 2020

Toshiba demonstrates the future of shopping at EuroShop 2020

Toshiba spotlights innovations enabling retailers to create “moments that inspire”

Toshiba Global Commerce Solutions offers EuroShop 2020 attendees a look into the future via its ‘Frictionless Store’, Feb. 16-20, hall 6 booth C41 in Düsseldorf, Germany. Toshiba’s innovative solutions enable retailers to ...

Thumbnail-Photo: Consumer survey: social distancing is changing shopping habits...
10.04.2020   #brick and mortar retail #payment systems

Consumer survey: social distancing is changing shopping habits

Touchless or self-checkout options preferred for instore shopping during COVID-19 pandemic

Nearly two-thirds of consumers are changing their grocery shopping habits in response to the worldwide COVID-19 pandemic, according to a recent consumer survey from Shekel, pioneers in advanced weighing technologies. And 87 percent of shoppers say ...

Thumbnail-Photo: Simple tips and tricks to start your online business...
20.05.2020   #online trading #retail

Simple tips and tricks to start your online business

How to start an e-commerce business: Why you don’t always need a big online store

Creating your own online store is still the most popular way to sell products online. To start an e-commerce business, you first need a store setup and a fulfillment service provider who handles the warehousing, packaging, and shipment of ...

Thumbnail-Photo: Augmented reality in online shopping
09.06.2020   #online trading #e-commerce

Augmented reality in online shopping

Study finds that augmented reality reduces the number of returns

A recent survey found that online shoppers return 70 percent of the clothing they order, more than any other category of purchase. This has an indirect but real impact on the environment.Online shoppers tend to order multiple sizes and colors, with ...

Thumbnail-Photo: Cutting through the tax jungle
25.02.2020   #online trading #e-commerce

Cutting through the tax jungle

Startup helps online retailers to be fully compliant with European VAT regulations

Anyone who sells goods online is obliged to pay value-added tax (VAT). The amount depends on the respective national regulations. But what happens if you have cross-border exports and transactions? How much VAT do sellers have to pay in this case ...

Thumbnail-Photo: Digitalization in the german wholesale industry...
29.05.2020   #digitization #self-checkout systems

Digitalization in the german wholesale industry

METRO Companion App

Retailers have embraced digitalization to enhance the customer experience for many years. Examples of the growing digital transformation market include self-checkouts, omnichannel marketing, and electronic shelf labels. Customer apps are also ...

Supplier

Saint Gobain Sovis
Avenue de la Republique
2407 Chateau Thierry Cedex
ROQQIO Commerce Solutions GmbH
ROQQIO Commerce Solutions GmbH
Harburger Schloßstraße 28
21079 Hamburg
Diebold Nixdorf
Diebold Nixdorf
Heinz-Nixdorf-Ring 1
33106 Paderborn
Nagarro Allgeier ES GmbH
Nagarro Allgeier ES GmbH
Westerbachstr. 32
61476 Kronberg im Taunus
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen
Checkpoint Systems GmbH
Checkpoint Systems GmbH
Ersheimer Str. 69
69434 Hirschhorn a. Neckar
StrongPoint
StrongPoint
Isafjordsgatan 5
164 40 Kista
HappyOrNot
HappyOrNot
Innere Kanalstraße 15
50823 Köln
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen
Poindus HQ - Taiwan
Poindus HQ - Taiwan
5F., No.59, Ln. 77, Xing-Ai Rd.,Neihu Dist.
Taipei City 114