Personalization Gains New Relevance As COVID-19 Challenges Brand Loyalties


Retailers might be tempted to put their personalization initiatives on the back burner during the COVID-19 crisis, but several industry experts warn that this is a short-sighted strategy. When executed well, personalization strategies can bridge the online and in-store experiences, particularly with greater use of mobile apps, and personalization can create meaningful connections with shoppers at a time when they are seeking trusted advisors.

This Retail TouchPoints Special Report details short- and long-term personalization opportunities including:

  • Expanded touch points for gathering customer data, both from new e-Commerce shoppers as well as consumers using BOPIS and curbside pickup services;
  • Increased usage of mobile apps, which can be used to bridge online and in-store shopper journeys;
  • Improved curation of product offerings based on customer data and actions, helping combat “decision fatigue” stemming from too many choices; and
  • Greater use of technologies such as AI/machine learning, biometrics, facial recognition and location tracking to enhance personalization initiatives.

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