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June 27, 2016 | Press Release

Retailers at risk of alienating customers as 83 per cent expect a personalised experience

Monetate calls on retailers to offer an individual experience for customers or face a decline in customer loyalty and increased basket abandonment rates

LONDON, UK – Monetate, the leading experience marketing platform for brands worldwide, is urging retailers to provide customers with seamless, personalised experiences, or risk alienating them completely leading to a loss in revenue and customer loyalty.

This call comes as over 83 per cent of customers reported they expect brands to personalise experiences for them[1] and is set to be just one of the many talking points among established brands such as Waitrose, JD Williams and Eurostar at this year’s annual European Summit, which takes place on Thursday.

According to Gartner, by the end of 2016, 89% of brands expect to compete primarily on customer experience rather than price and product as the key brand differentiator, and, with global online abandonment rates at their highest level since 2013 (68.63 per cent)[2], retailers need to employ different online strategies to appeal to shoppers and help push them towards the final purchase.

Neil Roberts, Head of Digital at Eurostar, said: “With high levels of competition, businesses are constantly thinking of ways to stay ahead of the curve when it comes to customer experience and interaction. Our customers are no longer just expecting us to engage and satisfy them; they now want us to inspire them too.”

Mike Harris, VP EMEA at Monetate, said: “Brands need to be interacting with customers on an individual level, as opposed to simply grouping them into segments and coming up with a one-size-fits-all approach. To be successful, you need to connect with each customer, in every moment, through all touch points, based on everything they know about them.”

Harris continued, “In retail, you can differentiate and drive performance in two ways: one is through product, and the other through experience. If you don’t have clear competitive advantage with the first, experience becomes even more important.  Brands need to deliver relevance to the customer, not just in one interaction, but over time.”

At a time when retaining customers has never been so important, Monetate’s most recent Ecommerce Quarterly (EQ4) report found that returning shoppers spent nearly twice as much as new visitors during the same timeframe.

For more about the annual summit, please visit:


[2] Online shopping cart abandonment rate worldwide from 2006 to 2015, Baymard Institute (2006-2016)

About Monetate

Monetate, the global leader in personalization software for consumer-facing brands, enables marketers to create truly individual experiences that surprise and delight every customer, increasing engagement and improving performance.

Monetate’s approach to personalization starts with the understanding that each individual is unique, and instantly chooses the best interaction for each one. Unlike testing, which identifies the best choice for everyone, or segmentation, which defines the best choice for a group of people, Monetate’s 1-to-1 personalization engine reflects the full diversity of human beings and creates an experience for each one, in each moment.

In order to deliver true 1-to-1 experiences, Monetate’s platform is:

  • Independent, so you can use any best of breed solution in your marketing stack and not be tied to one vendor’s offerings;
  • Open, so marketers can use all of their data wherever it sits, push a decision to any touchpoint and pull the results back into their data/analytics infrastructure;
  • Real-time, to enable interactions based on a customer’s in-session behavioral and event data that get their attention in increasingly narrow buying windows; and
  • Bionic, giving the creative marketer the power to manage a machine learning engine and operate at 1-to-1 scale, for real.

Founded in 2008, with offices in the U.S. and Europe, Monetate is used by leading brands around the world and influences billions of dollars in revenue every year for QVC, Newegg Inc., J. Crew Group Inc., The North Face, and hundreds of other market leaders.

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