Shoppers who thought retailers provided highly personalized experiences rated those retailers 20% higher on net promoter score (NPS).
Google/BCG, U.S., Business Impact of Personalization in Retail study, customer survey, n=3144, 2019.
59% of shoppers surveyed say that being able to shop on mobile is important when deciding which brand or retailer to buy from.
of shoppers surveyed say knowing they got a good deal is important to them when deciding which brand or retailer to buy from.
A global survey found that 56% of in-store shoppers used their smartphones to shop or research items while they were in a store in the past week.
of shoppers surveyed say product information and pictures are important to them when deciding which brand or retailer to buy from.
of shoppers surveyed think their shopping experience would be better if a retailer's loyalty or rewards program activated automatically at checkout.
of shoppers surveyed think their shopping experience would be better if retailers offered promotions or deals specific to past purchases.