More than just a [FirstName]

Real consumers share what personalized experiences they expect. 

Are you meeting their expectations?
of consumers are more likely to do business with a company that offers personalized experiences
So why do we market to mass segments based on generalizations?
That’s not what people respond to. Consumers expect individual personalized experiences.
What’s in it for you? Personalization isn’t just personal; it’s profitable.
Keep scrolling to learn how to achieve personalization for your consumers and drive the bottom line.
WHY PERSONALIZATION MATTERS
PERSONALIZATION IS PROFITABLE

of consumers find personalization appealing*

Making them

10x

more likely to be your most valuable customer

Most
valuable
customer
=
>15
transactions in one year
PERCEPTION MATTERS

Consumers shop

3x

more with companies they say are doing personalization very well 

Only 72% say companies

are doing personalization well

Take action

Interested in increasing profit through personalization?

Read on to see how Epsilon and Conversant can help you achieve true personalization that drives return on marketing investment (ROMI).

THE KEY FINDINGS

How to win with personalization

GET THE
FULL
FINDINGS

Getting to know you

Most consumers appreciate personalization, and many are willing to share personal information to enhance their experience.

GettingToKnowYou_619x617.png

Think it’s ”very cool” to get personalized offers.

Want complete control over the communications they receive.

Think it’s worth sharing personal information in exchange for relevant offers, recommendations, and discounts.

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Do you have an accurate and integrated view of your customer?

Our proprietary insights include 200+ million consumer profiles, 7,000+ attributes and millions of cross-device IDs, forming the most accurate identity matches and deepest real-time consumer profiles ever assembled.

Taking it personally

Most consumers appreciate personalization, and many are willing to share personal information to enhance their experience.

GettingToKnowYou_619x617.png

HOW CONSUMERS FEEL ABOUT YOUR PERSONALIZATION EFFORTS

Have noticed personalized experiences in their interactions with companies.

Believe that companies are getting better at using personal information to deliver personalized experiences.

Are confident that companies use their personalized information in the most secure way possible.

WEB vs. IN-STORE PERSONALIZATION

Consumers who think websites and mobile apps succeed at personalized recommendations.
Consumers who think physical locations succeed at personalized service.
Take action

Consumers believe personalization is getting better, but how do you know for sure?

Data and optimization provide deep visibility into marketing performance. With Epsilon and Conversant, you can measure better, and measure what matters, increasing your return on marketing investment (ROMI).

Defining personalization

Before you can deliver superior personalized experiences, you need to understand what personalization means to consumers.

Defining_Personalization_619x618.png

HOW CONSUMERS INTERPRET PERSONALIZATION

Customization

Service

Discounts/offers

Convenience

Specific products/
services

CONSUMERS SHARE THEIR FAVORITE PERSONALIZED EXPERIENCES

Coupons/discounts, reward programs, saves $

Recommendations based on preferences/
purchases

Helpful and personable customer service

Convenience of saved information like habits/preferences

Take action

Can you activate your data to get at what customers really want?

There’s so much more to know about your customer than first-party data alone. Enrich your data with our profiles that have over 7,000 dimensions including online, offline and device behavior, purchases, interests, life events and more.

HOW DOES YOUR INDUSTRY STACK UP

Some industries are ahead of the personalization curve. And some have the most to gain from figuring it out.

Grocery & Drug Stores
Travel & Leisure
Automotive
Grocery_icon_60x55.png

Grocery & drug stores

of consumers say they’re more likely to visit grocery or drug store websites/apps with personalized experiences*

But only

71%

say these websites/apps are currently delivering personalized experiences well.*

Grocery&Drug_Stores_614x614.png

WHAT MOTIVATES CONSUMERS TO DO BUSINESS WITH A GROCERY OR DRUG STORE?

Providing offers or coupons based on physical locations
Providing offers or coupons based on past purchases
Sending customized communications
Grocery_icon_60x55.png

Travel & leisure

of consumers say they’re more likely to shop on travel websites/apps with personalized experiences*

But only

64%

say these websites/apps are currently delivering personalized experiences well.*

Grocery&Drug_Stores_614x614.png

WHAT MOTIVATES CONSUMERS TO DO BUSINESS WITH A TRAVEL AND LEISURE BRAND?

Providing offers or coupons based on physical locations
Home page automatically shows best fares
Hotel deals in frequently-traveled cities
Providing offers/coupons based on past trips or preferences
Grocery_icon_60x55.png

Automotive

of consumers say they’re more likely to visit automotive websites/apps with personalized experiences*

But only

55%

say these websites/apps are currently delivering personalized experiences well.*

Grocery&Drug_Stores_614x614.png

WHAT MOTIVATES CONSUMERS TO DO BUSINESS WITH AN AUTOMOTIVE BRAND?

Storing purchase or maintenance history
Reminders of upcoming service needs
Scheduling of recurring maintenance for a vehicle
Take action

Are you successfully tailoring personalization experiences by industry?

The solutions Epsilon and Conversant provide support every stage of the customer journey. With rich consumer understanding, we can help you build personalized experiences that support your business and the customers’ needs, ultimately leading to brand loyalty.

Learn More

Want to access the full findings from this study? Simply fill out the form for detailed industry statistics and recommendations for improving your customer experience.

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How we can help

At Epsilon and Conversant, we offer true personalization through complete, actionable views of millions of consumers built from years of real-time and historical data across 7,000+ online and offline attributes.

We help brands personalize every interaction—reaching the right person in the right channel and sharing personally-relevant content, products and offers at the best time and with the optimal frequency.

Methodology

The study, ”The power of me: The impact of personalization on marketing performance,” was conducted in collaboration with GBH Insights, a full-service marketing insights and custom analytics practice. The online survey asked 1,000 consumers—ages 18-64—about their attitudes toward personalization and sharing personal information. To dive deeper into the relationship between personalization and actual purchasing behavior, we then linked the survey data to transactional data from Epsilon’s Abacus® Cooperative database. Any reference to ’consumers’ refers to responses from the survey and doesn’t necessarily reflect the views of the general population.

* Percentages include net responses for those that answered ”very/somewhat well” or ”much/somewhat more likely”. See the detailed survey for more information.