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Accenture on creating personalised experiences

The proliferation of digital experiences has seen customers move from walking around a store with limited options to browsing on a four-inch screen with millions of options.

But not only is the increase in products overwhelming to customers, they are left deserted in an impersonal digital environment. The solution according to Accenture is creating personalised shopping experiences.

To learn more about consumer expectations in the age of hyper-personalisation, Accenture surveyed more than 1,500 consumers between the ages of 18 and 60 in the US and the UK about their online shopping behaviour and preferences. The key findings are below:

  • Nearly 40 percent of consumers said
they have left a business’s website and made a purchase on another site or in-store because they were overwhelmed by too many options when trying to make a decision.
  • 58 percent said they are more likely to make a purchase in store or online when a retailer recommends options for them based on their past purchases or preferences.
  • 65 percent said they are more likely to make a purchase in store or online from a retailer that sends them relevant and personalised promotions.
  • 70 percent of consumers are generally comfortable with retailers, news sites, streaming services, and service providers collecting personal data if the retailer is transparent about how they use it.
  • 75 percent are generally comfortable with retailers, news sites, streaming services, and service providers collecting personal data if they can control how it is used.

Read the full survey here.

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