Personalized Commerce Drives Higher ROI for Retailers According to Kibo Study
Fourth annual survey reveals half of retailers that personalize across the entire customer lifecycle earn 300% ROI or more
Kibo announced the results of their fourth annual Personalization Study, which compared multichannel personalization return on investment across shopping and marketing customer touchpoints. The survey found that brands that offer “personalized commerce” are more likely to achieve the highest ROI. These retailers are also in the best position to quickly pivot the business to meet changing customer behaviors and deliver personalized messaging to accompany.
“Personalized commerce prioritizes a one-to-one customer experience across every touchpoint including shopping, fulfillment and marketing channels. This research shows a holistic personalized commerce approach earns retailers significantly higher ROI than personalization in only marketing or only shopping channels”
Personalized commerce is a three-part personalization strategy that drives the highest return.
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- 70% retailers that used advanced personalization achieved ROI of 200% or more.
- Retailers that personalize across as many touchpoints as possible across marketing and shopping channels are more likely to achieve 300% ROI or more.
- Retailers with a marketing-led cross channel personalization strategy are most likely to earn ROI of 400% or more.
“Personalized commerce prioritizes a one-to-one customer experience across every touchpoint including shopping, fulfillment and marketing channels. This research shows a holistic personalized commerce approach earns retailers significantly higher ROI than personalization in only marketing or only shopping channels,” said Lisa Kalscheur, CMO at Kibo. “The good news is that overall we are seeing more personalization, and more advanced personalization strategies, which is a sign that many more retailers will reach higher ROI in the near term.”
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