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Categories: Customer Journey
How to Create Effective Customer Journey Maps

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Categories: Conversion Rates, Customer Journey, Strategy
The importance of Customer Journey Mapping, why you MUST do it, and how.

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Categories: Customer Journey, eCommerce
Ecommerce: Outlining the Customer Journey. From Prospect to Loyal Customer and Brand Advocate

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Email Personalization Statistics

When only subject line is personalized, emails have an average open rate of 7.4% and a click rate of .4%.
When message only is personalized, emails have an average open rate of 18.8% and a click rate of 2.1%.
When message and subject line are personalized, emails have an average open rate of 5.9% and a click rate of .2%.
Personalized emails deliver six times higher transaction rates.
70% of brands fail to use personalized emails.
Organizations using email personalization generate 17% more revenue through their campaigns than the average marketer.
Personalized emails deliver 6x higher transactional rates.

Website Personalization Statistics

74% of customers feel frustrated when website content is not personalized.
In-house marketers who are personalizing their web experiences and who are able to quantify the improvement see, on average, a 19% uplift in sales.
Personalized homepage promotions influenced 85% of consumers to buy while personalized shopping cart recommendations influenced 92% of shoppers online.
More than half of consumers (57%) are okay with providing personal information (on a website) as long as it’s for their benefit and being used in responsible ways.

Digital Advertising Personalization Statistics

79% of consumers say they are only likely to engage with an offer if it has been personalized to reflect previous interactions the consumer has had with the brand.
By 2020, 51% of consumers expected that companies would anticipate their needs and make relevant suggestions before they made contact.
88% of U.S. marketers reported seeing measurable improvements due to personalization, with more than half reporting a lift greater than 10%.
63% of respondents are highly annoyed by the way brands continue to rely on the old-fashioned strategy of blasting generic ad messages repeatedly.
If they get personalized offers or discounts, 63% of millennials, 58% of Gen Xers, and 46% of Baby Boomers are willing to share personal information with companies.

ECommerce Personalization Statistics

80% of shoppers are more likely to buy from a company that offers personalized experiences.
On average 71% of consumers express some level of frustration when their shopping experience is impersonal.
44% of consumers say that they will likely become repeat buyers after a personalized shopping experience with a particular company.
40% of executives say their customer personalization efforts have directly affected sales and profits in channels like ecommerce.
Marketers see an average increase of 20% in sales when using personalized experiences.

Content Personalization Statistics

63% of consumers said they’d think more positively of a brand if it gave them content that was more valuable, interesting or relevant.
78% of U.S. Internet users said personally relevant content from brands increases their purchase intent.
87% of consumers surveyed say that personally relevant branded content positively influences how they feel about a brand.
Lack of content relevancy generates 83% lower response rates in the average marketing campaign.
Individual customer stakeholders who perceived supplier content to be tailored to their specific needs were 40% more willing to buy from that supplier than stakeholders who didn’t.

B2B and B2C Personalization Statistics

81% of consumers want brands to get to know them and understand when to approach them and when not to.
Smart personalization engines used to recognize customer intent will enable digital businesses to increase their profits by up to 15%.
94% of customer insights and marketing professionals across multiple industries said personalization is “important,” “very important,” or “extremely important” for meeting their current marketing objectives.
79% of organizations that exceeded revenue goals have a documented personalization strategy.
When asked to prioritize one capability that will be most important to marketing in the future, one-third of marketers answered: “Personalization.”

Mobile Personalization Statistics

48% of people say it’s generally acceptable for companies to use their purchase history to deliver personalized offers via mobile so long as they can be opted in and out of.
41% of people say it’s acceptable for businesses to use their purchase history to deliver personalized offers via mobile so long as the offers are related to their history with the business.
66% of people get frustrated when a company’s shopping cart isn’t connected to its mobile app.

Retail Personalization Statistics

75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases, OR knows their purchase history.
Only 39% of retailers send personalized product recommendations via email.
54% of shoppers anticipate a personalized discount within a day of sharing their information with a retailer
7% of people say they would be likely to engage with a birthday email sent by a retailer.
Less than 10% of tier 1 retailers believe they are highly effective at personalization, and nearly one-third report having limited or no capability to support personalization efforts.

Email Personalization Statistics

When only subject line is personalized, emails have an average open rate of 7.4% and a click rate of .4%.
When message only is personalized, emails have an average open rate of 18.8% and a click rate of 2.1%.
When message and subject line are personalized, emails have an average open rate of 5.9% and a click rate of .2%.
Personalized emails deliver six times higher transaction rates.
70% of brands fail to use personalized emails.
Organizations using email personalization generate 17% more revenue through their campaigns than the average marketer.
Personalized emails deliver 6x higher transactional rates.

Website Personalization Statistics

74% of customers feel frustrated when website content is not personalized.
In-house marketers who are personalizing their web experiences and who are able to quantify the improvement see, on average, a 19% uplift in sales.
Personalized homepage promotions influenced 85% of consumers to buy while personalized shopping cart recommendations influenced 92% of shoppers online.
More than half of consumers (57%) are okay with providing personal information (on a website) as long as it’s for their benefit and being used in responsible ways.

Digital Advertising Personalization Statistics

79% of consumers say they are only likely to engage with an offer if it has been personalized to reflect previous interactions the consumer has had with the brand.
By 2020, 51% of consumers expected that companies would anticipate their needs and make relevant suggestions before they made contact.
88% of U.S. marketers reported seeing measurable improvements due to personalization, with more than half reporting a lift greater than 10%.
63% of respondents are highly annoyed by the way brands continue to rely on the old-fashioned strategy of blasting generic ad messages repeatedly.
If they get personalized offers or discounts, 63% of millennials, 58% of Gen Xers, and 46% of Baby Boomers are willing to share personal information with companies.

ECommerce Personalization Statistics

80% of shoppers are more likely to buy from a company that offers personalized experiences.
On average 71% of consumers express some level of frustration when their shopping experience is impersonal.
44% of consumers say that they will likely become repeat buyers after a personalized shopping experience with a particular company.
40% of executives say their customer personalization efforts have directly affected sales and profits in channels like ecommerce.
Marketers see an average increase of 20% in sales when using personalized experiences.

Content Personalization Statistics

63% of consumers said they’d think more positively of a brand if it gave them content that was more valuable, interesting or relevant.
78% of U.S. Internet users said personally relevant content from brands increases their purchase intent.
87% of consumers surveyed say that personally relevant branded content positively influences how they feel about a brand.
Lack of content relevancy generates 83% lower response rates in the average marketing campaign.
Individual customer stakeholders who perceived supplier content to be tailored to their specific needs were 40% more willing to buy from that supplier than stakeholders who didn’t.

B2B and B2C Personalization Statistics

81% of consumers want brands to get to know them and understand when to approach them and when not to.
Smart personalization engines used to recognize customer intent will enable digital businesses to increase their profits by up to 15%.
94% of customer insights and marketing professionals across multiple industries said personalization is “important,” “very important,” or “extremely important” for meeting their current marketing objectives.
79% of organizations that exceeded revenue goals have a documented personalization strategy.
When asked to prioritize one capability that will be most important to marketing in the future, one-third of marketers answered: “Personalization.”

Mobile Personalization Statistics

48% of people say it’s generally acceptable for companies to use their purchase history to deliver personalized offers via mobile so long as they can be opted in and out of.
41% of people say it’s acceptable for businesses to use their purchase history to deliver personalized offers via mobile so long as the offers are related to their history with the business.
66% of people get frustrated when a company’s shopping cart isn’t connected to its mobile app.

Retail Personalization Statistics

75% of consumers are more likely to buy from a retailer that recognizes them by name, recommends options based on past purchases, OR knows their purchase history.
Only 39% of retailers send personalized product recommendations via email.
54% of shoppers anticipate a personalized discount within a day of sharing their information with a retailer
7% of people say they would be likely to engage with a birthday email sent by a retailer.
Less than 10% of tier 1 retailers believe they are highly effective at personalization, and nearly one-third report having limited or no capability to support personalization efforts.