In this article…
The questions that keep retail marketers up at night have evolved significantly over the last decade. It wasn’t long ago that marketers would spend their time debating which highway to place their billboard on, whether or not their next TV commercial should be comical or heart-tugging, or even what the optimal time of day was to blast an email campaign to their entire customer list. In 2024, retail marketing has new challenges on the radar.
The rise of omnichannel retailing
The modern, digital-savvy customer expects a flawless and interconnected shopping experience across touchpoints — one of the many reasons omnichannel marketing is on the rise. Research shows that over half of B2C consumers engage with between three and five channels whenever they make a purchase. For businesses, omnichannel engagement is a lucrative opportunity; McKinsey reports that customers who engage across channels shop nearly twice as much as those using a single channel and usually spend more money.
However, the rise in omnichannel engagement also presents several retail marketing challenges, such as the complexity of managing vast amounts of data and piecing together an accurate picture of consumer behavior.
Data and identity-related retail marketing challenges
Today’s data-driven environment has turned the retail marketing landscape on its head, and businesses have a whole new set of struggles that revolve around identity and data. We identified the top five retail marketing challenges and how to solve them.
1. Knowing what data to capture
In the omnichannel era, online and offline data is abundant. When a customer shops at a physical store, they create data points like:
- What items they purchased
- What time they visited
- How long they were there
When the same customer shops online, they create a whole new set of data points, such as:
- What device they used
- Which items they browsed but didn’t purchase
- How long they spent on specific pages
The vast available data can overwhelm retailers and make it a challenge to determine which data points to prioritize. Start by identifying the challenge you’re addressing. By defining your problem, you can better decide which data is most relevant. For instance, if you’re optimizing the timing of incentives, analyze when customers shop most frequently and customize offers based on individual behavior patterns.
How Experian’s Activity Feed can help
Experian Activity Feed connects online and offline data to promote precise targeting and measurement across mobile, web, connected TV (CTV), and more. We provide addressable insights that work across all channels by integrating real-time device IDs, cookies, and IP addresses. Our case study with Cuebiq, found here, discusses how we used Activity Feed to deliver in-store lift analyses to Cuebiq’s clients.
Because our impressive breadth of addressable data works across channels, we’re perfectly positioned to be your comprehensive identity solution, as we’re capable of addressing the entire U.S. population. With access to over 250 behavioral and demographic attributes per individual, our data fills in audience gaps to help you create a complete customer profile.
2. Understanding customer behavior
The complexity of modern consumer behavior is growing, and one of the biggest retail marketing challenges is merging all this information into a single unified customer view. With consumers moving seamlessly between devices like tablets, mobile phones, and laptops, retailers face the grueling task of keeping up with their fragmented journey.
For instance, a customer may spot a pair of shoes in-store, add them to their cart via mobile due to long cashier lines, and finish the purchase later from their laptop. However, if they cannot be recognized across these touchpoints, they may abandon the purchase out of frustration. Retailers need solutions that link offline customer relationship management (CRM) and purchase data with a customer’s online activity, regardless of channel or device.
This is where Experian identity resolution and Graph come into play.
How Experian’s Graph and identity resolution can help
Experian’s identity solutions help brands resolve disparate data by merging fragmented identifiers into a singular customer profile for a 360-degree view. We ensure each touchpoint is connected, whether the interaction happens online or offline, across mobile apps, or in-store. This enables retailers to recognize the same customer across various devices and enhances the customer experience by keeping items in their cart and personalizing their journey across platforms.
With Experian’s identity graph, brands can further enrich these customer profiles with digital identifiers that span hashed emails (HEMs), cookies, mobile device IDs (MAIDs), IP addresses, universal IDs, and CTV IDs to create a more accurate, actionable view of consumer behavior. We rebuild the graph weekly, which ensures persistent and refreshed connections between households, individuals, and their devices. This ongoing linkage allows for precise targeting and measurement over time and aligns with privacy standards and compliance obligations.
By organizing identity into households and device IDs and enriching them with marketing data, brands can gain deeper customer insights, addressability across devices, and the ability to measure the impact of their retail marketing strategies.
3. Building trust between consumers and your brand
Trust is the foundation of online relationships, and consumers who trust your brand are likelier to share their data. To establish this trust, retailers must collect customer data transparently and respectfully.
According to Experian data, 80% of consumers believe more transparency around the use of their information fosters greater trust in a business. Additionally, the same data revealed that 56% of companies plan to invest more in transparency initiatives, such as consumer education, clearer terms of communication, and consumer control over personal data.
Experian’s commitment to data accuracy and transparency further strengthens this trust. Our data is ranked #1 in accuracy by Truthset, which means you can power smarter insights, targeting, and measurement using the highest-rated, most reliable data to build customer profiles.
4. Establishing customer loyalty with retail marketing
Today’s consumer has many opportunities and choices available at their fingertips, which makes it harder for retailers to build and maintain customer loyalty. Signal loss and the rise of omnichannel media consumption have made it even more of a challenge to keep loyal customers.
By using data and insights to interact with people more meaningfully, you can overcome these difficulties to provide a more personalized, relevant experience and establish loyalty. Experian’s new Digital Graph and Marketing Attributes solution makes it easier to do just that.
Experian’s Digital Graph and Marketing Attributes solution
Using our Digital Graph and Marketing Attributes, you can gain comprehensive insights into consumer behavior by combining offline and digital data through our Living Unit ID (LUID). Our Digital Graph provides robust digital identifiers like MAIDs, CTV IDs, HEMs, and universal IDs, while our Marketing Attributes offer detailed consumer insights spanning age, gender, purchase behaviors, and content consumption habits. With this data, you can create relevant messaging and informed audience segmentation to enhance your personalization and targeting efforts across all digital channels.
Using our solution can help you deliver what customers need when they need it — like winter gear before a ski trip or swimwear before a beach vacation. These personalized experiences drive additional revenue and build lasting relationships that keep customers coming back, establishing a strong foundation of loyalty in an increasingly competitive market.
5. Finding your technology solution
Retailers need to integrate technology to make their data actionable and use it to streamline the customer experience. They need to integrate data storage platforms with fulfillment and reporting solutions, such as email service providers, display networks, and marketing intelligence tools. Whether retailers are exploring the industry or gearing up to make a substantial investment in the right technology partner, it’s vital to ensure you evaluate potential partners equally and consistently.
Experian works with major platforms, marketers, and agencies, meaning we have existing partnerships across the ecosystem for you to connect with that can bring your consumer data to life and meet your needs. Our offline and digital graphs are baked into partner integrations so customers can achieve higher match rates that improve addressability.
Strategies to help you overcome retail marketing challenges
When it comes to modern retail marketing, you’ll need to take a strategic approach to handle emerging challenges. Here are five retail trends of 2024 to consider integrating into your retail marketing strategy:
- Use predictive analytics: Data can be overwhelming, but you can analyze historical purchase patterns to capture and prioritize the most relevant data for your retail marketing efforts.
- Optimize omnichannel campaigns: Cross-channel data integration can help you ensure consistent messaging, provide a seamless experience, capture a unified view of customer interactions, and improve engagement.
- Personalize experiences with AI: Utilize AI data capture across touchpoints to create personalized recommendations and tailored experiences that resonate with individual customer preferences and behaviors.
- Adopt dynamic pricing: Use real-time data to adjust prices based on customer behavior and market conditions so your pricing strategies align with current demand and maximize revenue.
- Invest in customer experience tech: Virtual fitting rooms, augmented reality, and other advanced technologies allow customers to engage with your brand across platforms, which can improve their shopping experience.
Utilize Experian’s retail media network (RMN) solution
Experian’s solution for RMNs is another tool for overcoming retail marketing challenges. We empower RMNs to better understand their customers with unified views of online and offline behavior across channels and extend their reach across environments.
Using our top-ranked identity and audience services, we can help RMNs access expanded customer insights, enhance cross-channel audience targeting, and improve real-time measurement and attribution to enable precise, streamlined, personalized omnichannel campaigns. Our solution’s integration with major platforms improves data match rates and addressability so retailers can overcome data fragmentation and optimize their retail marketing strategies.
Experian can help advance your retail marketing strategies
Experian can help retailers effectively use data and insights to interact with customers and prospects meaningfully. Our data and identity solutions help you deliver relevant, impactful messaging to ensure the customer who puts shoes in the cart at the store is the same customer who wants to finalize their transaction later that evening online.
As the holiday season approaches, it’s time to refine your retail marketing strategies and connect authentically with shoppers. With over a billion consumers preparing to shop, Experian offers 19 new syndicated audiences available for activation across major ad platforms, including TV and programmatic, to help you reach the most relevant prospects. Whether you’re targeting discount seekers, last-minute gift-buyers, or frequent travelers, our audiences align with diverse shopping styles and preferences. Choosing the right audience segments aligns your holiday marketing efforts with consumer expectations and maximizes impact.
With our tools, you can seamlessly connect with the same customer across various channels, whether they’re shopping in-store or online. Embrace the holiday season confidently, and let Experian help your retail marketing strategy shine.
Latest posts
Under the Patient Protection and Affordable Care Act that President Barack Obama signed into law in early 2010, healthcare providers are expanding their outreach to as many Americans as possible. In an effort to improve overall care, state and local healthcare agencies are performing health information exchanges (HIEs), electronically exchanging patient data. HIEs provide a new level of access to health information, but data quality needs to be of paramount importance. Patients’ medical records include contact information, such as mailing addresses, phone numbers and email addresses. Entering this data into forms is a process rife with opportunities for human error. Data fields are often riddled with incorrect formatting, typographical errors and contacts that are correct but outdated. Patients’ medical records must be corrected in order to ensure quality care. Several precautions must be taken before an HIE migration. Before outstanding paper records are digitally imported, records should be wiped clean of any mistakes and software tools should be used to verify addresses and eliminate duplicate records. Review this new HIE infographic to better understand the role data quality plays in HIE migrations.
If the time spent on the Internet for personal computers was distilled into an hour then 27 percent of it would be spent on social networking and forums across the United States, United Kingdom and Australia. In the U.S., 16 minutes out of every hour online is spent on social networking and forums, nine minutes on entertainment sites and five minutes shopping. Global comparison In the UK, 13 minutes out of every hour online is spent on social networking and forums, nine minutes on entertainment sites and six minutes shopping. Australian Internet users spend 14 minutes on social sites, nine on entertainment and four minutes shopping online. Across all three markets, time spent shopping online grew year-over-year, but the UK market emerged as having the most prolific online shoppers, spending proportionally more time on retail Websites than online users in the U.S. or Australia. British Internet users spent 10 percent of all time online shopping in 2012, compared to nine percent in the U.S. and six percent in Australia. This was in part due to a bumper winter holiday season in the UK where 370 million hours were spent shopping online, 24 percent higher than the monthly average. Consumption of news content also increased across all three markets with Australian users emerging as the most voracious consumers of news online. Six percent of all time spent online in Australia in 2012 was on a news Website, compared to five percent in the UK and four percent in the U.S. Meanwhile, the time spent on social media proportionate to other online activities declined across all three regions. The U.S., which has been the most dominant market for social media consumption in the last three years dropped from 30 percent of all time spent online to 27 percent. In Australia time spent on social dropped from 27 percent to 24 percent while in the UK it dipped from 25 percent to 22 percent year-over-year. This highlights the rise in access via 3G and 4G networks as consumers spend increasingly more time online while on the move. "Understanding consumer behavior across channels is more important than ever as more visits are being made on the move, particularly among social networking and email,” says Bill Tancer, general manager of global research for Experian Marketing Services. "With smartphones and tablets becoming more powerful, our data clearly indicates the difference between mobile and traditional desktop usage further enabling the ‘always on’ consumer mentality. Marketers need to understand these differences, as well as regionally, to ensure campaigns can be tailored for better and more effective engagement.” Mobile browsing When looking at the U.S. browsing data for mobile devices, email accounted for the largest time spent on average, for the same categories for Q1 2013. Email made up 23 percent of time spent on mobile devices for Q1-13, while social networking accounted for 15 percent. Entertainment had the third highest time spent with 13 percent, followed by shopping with 11 percent and travel with 9 percent. The mobile data does not include app usage, but does include mobile browsing within an app. Read more of the latest consumer trends in The 2013 Digital Marketer Report Learn more about consumer online behavior by visiting our Online Trends page Learn more about the author, Matt Tatham
The 2013 Digital Marketer Report is almost here. One section of the report includes key segments of the consumer landscape. In a previous post we looked at budget and luxury travelers and in this excerpt we focus on millennials – specifically tactics to target early adopter millennials: The generation of 18- to 34-year-olds known as millennials is an increasingly influential group that impacts many aspects of the American lifestyle, including fashion, technology, entertainment and beyond. Almost one-quarter (24 percent) of millennials have a college degree, 34 percent are married and many (60 percent) own a home. They have an average discretionary spend of $11,317 annually. Brands and marketers are taking notice of millennials and the fact that they communicate and behave differently than other generations. Marketers increasingly understand that they need innovative marketing programs in order to engage this important segment of the population Early adopter millennials Fifty-two percent of millennials rank far above or above average when it comes to being early adopters of technology. That means more than half of adults ages 18 to 34 want to be the first to have the latest electronic equipment, are willing to pay almost anything for an electronic product and actively want to be a source of information on electronic equipment to others Marketers trying to reach this group can look at the types of Websites driving millennials to online retailers in order to understand other sites that would be effective partners, advertising outlets and content providers: Millennials are more likely than the online population to visit search and social Websites before visiting a retail Website They are less likely to look at email or visit reward and directory sites before visiting a retail Website They are more likely to visit fashion content and portal sites before visiting a retail Website There is a major opportunity to reach early adopter millennials via mobile, as they spend 14 percent more time engaged with their mobile devices in an average week than their generational peers. Early adopter millennials are 20 percent more likely to use a tablet and 32 percent more likely to IM/chat than the average millennial. Other top activities include reading media, listening to music and email. Source: Experian Marketing Services’ Simmons® Source: Experian Marketing Services’ Simmons Source: Experian Marketing Services’ Simmons For more insights on millennials and other key consumer segments, pre-order The 2013 Digital Marketer Report.