Everything You Wanted to Know About Personalization in Retail

Being able to meet a customer’s needs has long been a priority for retailers. However, with all of the developments in technology that have occurred in the last decade, personalization in retail has never be easier, and also more important to accomplish.


Shoppers are now coming to expect retailers to have some understanding of their shopping habits and preferences. This is why many retailers, such as Amazon make product recommendations to shoppers after they make a purchase. Due to the growing trend of personalization in retail, retailers who can cater to it can stand to profit handsomely. However, those who fail to meet the expectations of the modern consumer can fall behind their competitors.

Omni-Channel Experience

In the modern economy, shoppers do not only shop at brick and mortar locations. They also shop on their mobile phones, their laptops, their tablets, etc. So, shoppers need retailers to create seamless shopping experiences across all of their shopping avenues. This allows the person to shop in the way that is most convenient for them, and is an important aspect of personalization. The omni-channel experience can be further personalized through things like location-based push notifications that send notifications to people letting them know when they are near a brick and mortar store.

Social Media

Social media is another important aspect of personalization in the modern retail environment. Customers want to be able to follow their favorite stores on social media. For this reason, it is crucial for retailers to have a lot of social media content that people can choose to read at their own preferences. 84 percent of consumers between 18 and 24 years old report that social media has impacted their online shopping behavior.

Customer Service

Having great customer service is another way that retailers can make their customers enjoy an increased sense of personalization. This can be done through agents who work hard to answer any and all of a customer’s questions, or even by chatbots, which can answer questions on the store’s online sites. When customers can instantly get their questions answered either by a customer service agent, or by a chatbot, it helps to make them feel like their shopping experience is more customized and tailored to their individual needs.


Personalization in retail is a growing trend, and it is one that is only likely to get stronger. This is because many customers really value having a shopping experience that better meets their individual needs. So, allowing for a personalized shopping experience is something that retailers should prioritize in the future.

Karin Jakovljevic

About the author

Karin Jakovljevic

Karin Jakovljevic is the head of marketing at Ximble, a powerful, cloud-based workforce management system, simplifying employee scheduling and time tracking for retailers, restaurants and small businesses.

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