The Key to a Great Online Shopping Experience? Getting Personal with your Customer

The Key to a Great Online Shopping Experience? Getting Personal with your Customer

When a shopper visits a brick-and-mortar store, sales associates can engage in personal conversations to determine their needs and recommend products to consider: a totally personal, unique experience for each customer.

In the age of digital commerce, with customers behind device screens, face-to-face interactions aren’t possible. But retailers should still be striving to reach a certain level of intimacy with individual shoppers because consumers have voiced that it improves the overall brand experience.

According to a recent study from the CMO Council and SAP Hybris, nearly half of consumers will abandon a brand if they continuously encounter a poor, impersonal online experience. In fact, 70% of respondents noted that they are willing to share some degree of their personal data with brands to enhance the online journey, as long as the consequent experience brings them real value, which is defined as something that saves money, saves time or makes life easier.

“…through the power of artificial intelligence (AI) and deep-learning algorithms that adapt to individual shoppers’ behaviors, online retailers can replicate the personalized in-store shopping experience through thoughtfully designed online journeys…”

The goal of online stores has always been to make the digital commerce experience mirror that of retail stores. Online retailers have been successful; adding items to your cart is as easy as taking them off a shelf, comparing prices is seamless and the returns process has become quick and easy thanks to advanced return labels like our SmartLabel+ solution. And now, through the power of artificial intelligence (AI) and deep-learning algorithms that adapt to individual shoppers’ behaviors, online retailers can replicate the personalized in-store experience through thoughtfully designed online journeys – delighting customers in the process.

Tacit Knowledge – a Newgistics company – works with top retailers to ensure their online presence is up to par with customer expectations, from providing a smooth shopping experience to personalized product recommendations and other AI-powered features. We specifically developed ncommerce to bring together technology from the most trusted and innovative companies in a stable, modern and infinitely scalable platform that is quick to deploy and effortless to maintain. ncommerce includes technology from companies like Sailthru, Ampliance, and Annex Cloud – all leaders in their respective areas of improving the customer experience.

To learn more about how Newgistics contributes to all aspects of eCommerce, from device to doorstep, please visit: www.newgistics.com.

About Tacit Knowledge

Tacit Knowledge develops, integrates, and supports enterprise software for household name brands and retailers. Together with our parent, Pitney Bowes, we offer solutions across all consumer touchpoints, from device to doorstep. We connect the entire ecosystem of our customers’ digital commerce business. We build and support the Ecommerce website and associated technologies through to providing fulfillment (Pick & Pack, Kitting) through to Delivery, Returns, and Post-purchase customer engagement tools.
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