More than three quarters (77%) of respondents told us that across the various touchpoints of their retailer interactions — emails, apps, notifications — most are personalized either somewhat or extremely frequently. In other words, personalization alone is no longer a differentiator.
“Consumer loyalty has risen to new heights in the last five years, but it hasn’t been a boon for every brand,” said Formation.ai co-founder and CEO Christian Selchau-Hansen. “Garnering loyalty is increasingly difficult, especially with the economic uncertainty brought on by COVID-19. The need for brands to deliver real value has become more dire as shoppers evaluate purchasing decisions against personal safety and tighter household budgets.”