Women’s retailer integrates customer feedback as part of strategy to deliver comprehensive product information and a personalised online shopping experience Sweaty Betty recently revealed it has selected RichRelevance to deliver dynamic e-commerce personalisation for its customers online, to drive sales and increase customer engagement.
By integrating RichRelevance’s personalisation technology online, the women’s boutique activewear retailer will be able to cross reference shopping behaviour with data on fitness wear products, the type of activity products are best suited to, brands available and product specifications to create a more customer-centric user experience.
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The UK leads the rest of Europe in the adoption and usage of personalisation technology when shopping online, according to a study released by IDC and RichRelevance.
The study, which surveyed 1,000 consumers in the UK, Germany and France, investigated how shoppers utilise personalised services in their purchasing choices and online shopping habits. Personalisation is most advanced in the UK, with 53 per cent citing personalised product recommendations as clearly relevant to their purchasing habits compared to four in 10 shoppers in Germany and France.
Not only do recommendations fuel greater spend, they also drive repeat visits. The highest online spenders are also the most likely to respond well to recommendations. Forty per cent of those spending over €600 buy a recommended product. In the UK 26 per cent of consumers also said that recommendations would make them more likely to shop at the same retailer again.
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The study, which surveyed 1,000 consumers in the UK, Germany and France, investigated how shoppers utilise personalised services in their purchasing choices and online shopping habits. Significantly, personalisation is most advanced in the UK, with the majority of Britons (53%) citing personalised product recommendations as clearly relevant to their purchasing habits compared to four in ten shoppers in Germany and France.
Not only do recommendations fuel greater spend, they also drive repeat visits. The highest online spenders are also the most likely to respond well to recommendations. Forty percent of those spending over €600 buy a recommended product. In the UK, over a quarter (26%) of consumers also said that recommendations would make them more likely to shop at the same retailer again.
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Personalisation drives increased spending and loyalty for the European customer, new IDC research reveal.
Reading, UK — 6th November 2013 — The UK leads the rest of Europe in the adoption and usage of personalisation technology when shopping online, according to a study released today by IDC and RichRelevance.
The study, which surveyed 1,000 consumers in the UK, Germany and France, investigated how shoppers utilise personalised services in their purchasing choices and online shopping habits. Significantly, personalisation is most advanced in the UK, with the majority of Britons (53%) citing personalised product recommendations as clearly relevant to their purchasing habits compared to four in ten shoppers in Germany and France.
Not only do recommendations fuel greater spend, they also drive repeat visits. The highest online spenders are also the most likely to respond well to recommendations. Forty percent of those spending over €600 buy a recommended product. In the UK, over a quarter (26%) of consumers also said that recommendations would make them more likely to shop at the same retailer again.
The research suggests that personalisation is most effective amongst UK consumers between the ages of 45 and 54 years old (36%); this age group is the most likely to return to a retailer as a result of targeted recommendations, closely followed by 55 to 64-year-olds (32%). The under 35s are the most interested in being recommended products they would not initially have considered, presenting an opportunity for retailers to influence this age group by delivering relevant recommendations at the right time.
The research affirms that relevance in delivering personalised product recommendations is crucial. Nearly half (45%) of UK consumers use recommendations because they are presented at the right time in the decision-making process. This is based on search criteria, previous purchases, the “wisdom of the crowds”, what the consumer is currently viewing and what is already in their basket.
“It’s clear that accurate, well-timed recommendations, based on popular customer behaviour, deliver sales results for retailers and help retain customers”, said Spencer Izard, Head of European Retail Insights & Executive Advisory Programme, IDC “The research shows that personalisation is becoming one of the main competitive battlegrounds for online retailing, and retailers need to take it seriously.”
Pontus Kristiansson, VP of Marketing, EMEA RichRelevance, commented: “Now more than ever, retailers need to find ways to engage with their customers. By delivering shoppers relevant information they want, when they want it, personalisation drives customer loyalty, increased purchase and average basket value. Personalisation will continue to be a key differentiator for retailers in their battle for customer engagement and retention.”
Other key findings include:
UK shop online more than French or German shoppers: 70% of UK consumers shop online more than once a month, compared to their German (61%) and French (45%) counterparts.
Laptops are significantly more popular for online purchases than mobile devices: Although we might be entering an mcommerce age, the majority of shoppers in the UK (85%), Germany (85%) and France (75%) still prefer to purchase online from their laptops, rather than on mobile devices.
Recommendations influence purchases and lead to sales across all three markets: 18% of those surveyed make their choices after considering which other bestsellers are recommended.
Personalisation makes shoppers feel valued: A fifth of UK and German survey respondents and 17% of French consumers said that personalisation makes them feel valued by the retailer.
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Methodology
As part of this study IDC conducted an Internet-based survey of 934 online consumers. The sample was targeted to be representative of the age and gender demographics in the respective markets (UK, France, Germany) with approximately 300 respondents per country.
The interviews examined respondents’ shopping activities and spending patterns as well as views, experiences and challenges faced when shopping online, We also looked at changing habits over the past 12 months as well as preferred devices (laptops, tablets, mobile, etc.) used in various shopping scenarios.
About RichRelevance
RichRelevance is the global leader in omni-channel personalisation. More than 160 international companies use RichRelevance to turn data into actionable insight, which delivers the most relevant experience for consumers as they shop across web, store and mobile. RichRelevance drives more than one billion decisions every day, and has delivered over $10 billion in attributable sales to its clients, which include Walmart, Marks & Spencer and Priceminister. Recently, the company opened its cloud-based platform to allow clients to easily merge disparate data sources and build real-time applications tailored to their specific business needs. RichRelevance is headquartered in San Francisco and serves clients in 40 countries from 10 offices around the globe. For more information, please visit www.richrelevance.com.
About IDC
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries worldwide. For more than 48 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s leading technology media, research, and events company.
As soon as a shopper lands at BuildABear.com, the site’s recommendation engine technology has a sense of who the shopper is. It knows how she landed on the site, what device she’s viewing the site on, where she’s located, whether she’s visited the site before and, if she has, what she has looked at and bought. With each click through the site, the engine presents her with suggestions based on its insights into the shopper and what similar consumers typically buy, says Bryan Sawyer, the retailer’s e-commerce director.
While the retailer had used a product recommendation engine for years, it was only in June, when it began working with RichRelevance Inc.‘s recommendation technology to dig deeper into individual shopper’s characteristics that the retailer began seeing significant results from its suggestions, Sawyer says. Since then Build-A-Bear Workshop Inc. has posted strong “double-digit” sales growth online thanks largely to BuildABear.com doing a better job upselling and cross-selling merchandise, he says. And since June the retailer’s web site has outperformed its stores in terms of the ratio of shoes sold per stuffed animal sold, a key metric the retailer regularly tracks.
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With 96 mobile subscribers for every 100 people on the planet, the uptake of smart mobile devices by generations X and Y has led to the widespread assumption that all efforts involved in reaching these ‘digital natives’ should be directly channeled through mobile tech. But the dramatic increase in the role that mobile technology plays in our lives has also given rise to concern that diminished face-to-face interaction will contribute to increased social isolation.
Mobile technology shouldn’t be about eliminating human interaction in our everyday lives; instead, it should be about enhancing human resources and relationships. The retail industry is at the forefront of innovating technology that caters to society’s changing patterns of behaviour, and for good reason. Research by John Lewis shows that mobile now accounts for more than 40% of traffic to johnlewis.com, with traffic up over 115%, year on year…
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