RichRelevance survey of over 1,000 UK consumers reveals Londoners are most open to digital enhancements to shopping experiences while Yorkshire most “creeped out”
London, UK, 13 July 2015— RichRelevance®, the global leader in omnichannel personalisation, today released a new UK study, “Creepy or Cool” that reveals almost three quarters (72 per cent) of UK consumers find personalisation of product recommendations based on purchasing habits a “cool” capability when shopping. British shoppers also welcome location-based personalisation in store, with over 6 in 10 (63 per cent) welcoming a mobile personalised map showing item locations and efficient store paths to help them navigate stores more conveniently. Furthermore, 43 per cent find in-store location deals – where their location is tracked in order to trigger personalised promotions whilst shopping – “cool”.
UK consumers welcome product personalisation in stores but reject facial recognition
RichRelevance survey of over 1,000 UK consumers reveals Londoners are most open to digital enhancements to shopping experiences while Yorkshire most “creeped out”
New research and industry best practices will be presented at invite-only Demystifying Omnichannel event series in Paris (July 9), London (July14) and New York City (July 16)
San Francisco, CA – July 9 2015— RichRelevance®, the global leader in omnichannel personalization, today announced that L2, the global benchmarking firm for digital marketing, will preview key findings from its upcoming Intelligence Report: Omnichannel 2015 to attendees of RichRelevance’s Demystifying Omnichannel event series. The anticipated report, created by L2 in partnership with RichRelevance, analyzes the efforts of leading retailers to blend the digital and in-store experience in order to identify the brands and strategies that are delivering a true omnichannel experience today.
The private event will preview key findings in the critical areas of omnichannel retail, including Site Integration, Shipping & Last Mile, and In-Store & Mobile. These include:
- Real-time inventory visibility is at a tipping point. Currently 48% of US retail brands have real-time in-store inventory visibility (up from 36% in 2014) compared to 50% of UK brands and 46% of EU brands. The outlier is luxury with only 8% providing this capability.
- In-store pick-up lags. Only 31% of US retailers offer click and collect while 88% of EU retailers offer this feature.
- Email is increasingly used to drive store traffic. The use of email to promote online and in-store sales, store-only sales and hybrid fulfillment all showed gains in 2015, while the amount of emails showcasing online-only sales dropped from 35% to 31%.
- Retailers take back control of free shipping? The number of aspirational and prestige brands offering free shipping by price point continued to dwindle in 2015 (to 66% and 72% respectively.) Additionally, thresholds are on the rise, with the largest increases appearing in watches and jewelry (+$42), sportswear (+$7), apparel & accessories (+$4) and big box (+$4).
The Demystifying Omnichannel events also feature an informative, interactive session with RichRelevance and Envirosell, a consumer behavior research and consulting firm. The session will break down the key success factors for enriching omnichannel experiences and outline a 100-day plan for adopting omnichannel within an organization.
Comments on the News
- Omnichannel retail is at an inflection point. Webrooming has outpaced showrooming, and digital’s impact on all sales continues to accelerate. Retailers are shifting from a reactive mindset around omnichannel – we need to keep up with customer expectations – to a strategic one. Brands who put customers at the center of a seamlessly blended digital and physical experience continue to stand out as successful organizations.” – Maureen Mullen, Co-founder and Head of Research, L2
- Data and technology play an increasingly important role in omnichannel as retailers rise to the challenge of serving shoppers through premium personalization. The Demystifying Omnichannel events provide participants with a clearer understanding of the entire landscape of customer touchpoints and the comprehensive experience they offer across channels, as well as the insights and working documentation to apply to their own businesses. – Diane Kegley, CMO, RichRelevance
About L2 Inc.
L2 is a research firm focused on helping our member brands shape their digital roadmap and achieve greater ROI on human, creative and financial capital. L2’s proprietary Digital IQ Index® is the global standard for determining a brand’s digital competence analyzing more than 850 data points across four dimensions: Site & E-Commerce, Digital Marketing, Social Media, and Mobile & Tablet. Founded in 2010, L2 members include the world’s most iconic consumer brands. L2 research covers the beauty, CPG, drinks, food, luxury, retail, hospitality and automotive sectors across eleven geographies.
When it comes to personalizing the in-store shopping experience, what separates cool from creepy? A survey by RichRelevance of 1,000 US consumers found that many of the burgeoning trends in personalizing the omni-channel shopping experience don’t resonate with all shoppers.
On a scale of “cool” to “creepy” we found that consumers welcome retailers’ help in discovering relevant products, finding coupons and navigating the store, but draw the line at tools that identify, target and track them using demographics or facial recognition.
And the dressing room is definitely off limits. It’s the one area where personalized product information and dynamic recommendations were squarely in the creepy zone.
RichRelevance Founder Dave Selinger is featured on “The 2000s: A New Reality,” premiering Sunday, July 12, 9 PM EST on the National Geographic Channel.
Paris, France – July 2, 2015 – Ysance, the publisher of the Digital Data Factory, DMP First Party Data, has expanded its digital marketing capabilities by joining forces with RichRelevance, the world leader in omnichannel personalization. The partnership will see e-marketers and web business owners create truly cross-channel marketing strategy, based on ultra-personalized and real-time data, supported by Relevance Cloud.
Ysance’s Digital Data Factory consolidates and analyzes consumer’s behavior online and offline. It is an intuitive platform, which enables businesses to create integrated solutions and deliver value-added experiences for customers. In the deployment of Relevance Cloud, Ysance has seen the benefits of using advanced data analytics to continually disrupt the market and remain at the forefront of innovation.
The Relevance Cloud is the most comprehensive personalization platform for retail. Delivered as a scalable, secure service, the Relevance Cloud combines all the core personalization capabilities marketers need to deliver a winning customer experience in today’s complex, mobile-first retail environment. It advances service-oriented architectures to synthesize customer, product, content and contextual shopping information in real time and make intelligent services available to any application.
Ysance has selected the RichRelevance platform for its proven personalization and real time data analysis. “In combining RichRelevance’s personalization expertise with the ability of Ysance’s Digital Data Factory, marketers can quickly analyze aggregated data on the individual to create a richer consumer profile. As a result, retailers can respond to the customer’s behavior in real-time and “push” relevant product or service recommendations with the most impact to the consumer journey on- and offline. This creates uniquely personalized customer experiences to meet individual shoppers’ needs,” said François de Charon, Digital Strategy Director, Ysance.
“Personalization is core to the customer experience. It brings together customer, product and context into one single marketing engagement. The partnership with Ysance gives us the opportunity to put into practice 10 years of research in data science and innovation to deliver entirely new, customizable shopping experiences,” comments Matthieu Chouard, Vice President and General Manger EMEA, RichRelevance. “Tapping into Ysance’s expertise in data collection and management helps us enrich our customer knowledge though the Relevance Cloud platform. The synergy between RichRelevance and Ysance has the potential to disrupt the retail market with innovative new experiences.”
Deployed globally in e-commerce and distribution channels, Ysance’s Digital Data Factory is designed to provide a digital platform for all companies to create meaningful interactions with their prospects and customers: including web retailers, press and media, banking and insurance, and industry professionals.
Editor’s Notes
For further information and/or to arrange an interview, please contact:
Bérengère Deleage or Lauriane Durand
LEWIS PR for RichRelevance
+33 (0)1 55 31 98 08
richrelevancefrance@lewispr.com
Yaëlle Besnainou
Agence Fargo for Ysance
+33 (0)1 44 82 66 75