There’s been plenty of talk about personalizing online communications, such as email, but recent research suggests it’s equally important to tailor offline customer experiences as well.
According to September 2014 research by Econsultancy in association with RedEye, 95% client-side marketers worldwide who had implemented personalization via offline channels had seen an uplift in conversion rates. This was more than any digital channel studied, and led email—the most popular personalization channel—by 5 percentage points. Among digital channels, websites and search engine marketing (SEM) were most likely to have seen lifts in conversion due to personalization, with the latter tops across all channels for driving “major” uplift.
However, those polled weren’t exactly focusing on the most successful channels. Just 23% of client-side marketers worldwide personalized offline channels, compared with 88% who used email personalization and 44% who did so for websites. Agency professionals were even less likely to tailor offline efforts, at just 17%. One-fifth of respondents personalized SEM—the second-lowest response for both marketers and agencies. Read the rest at eMarketer.