Key Insights
Essential data points from our research
Companies that excel at personalization generate 40 percent more revenue from those activities than average players
80% of companies report seeing an uplift since implementing personalization
Personalization can reduce customer acquisition costs by as much as 50 percent
44% of consumers say they will likely become repeat buyers after a personalized shopping experience
78% of consumers are more likely to make repeat purchases from companies that personalize
60% of consumers say they will become repeat customers after a personalized purchasing experience
71% of consumers feel frustrated when a shopping experience is impersonal
74% of customers feel frustrated when website content is not personalized
90% of U.S. consumers find marketing personalization very or somewhat appealing
97% of marketers report seeing a lift in business results due to personalization efforts
63% of digital marketing leaders still struggle with personalization despite its benefits
74% of marketers say targeted personalization increases their overall customer engagement rates
Personalized Calls to Action (CTAs) perform 202% better than basic CTAs
Emails with personalized subject lines generate 50% higher open rates
Personalized email marketing messages generate an average open rate of 18.8%
Consumer Preferences & Satisfaction
- 171% of consumers feel frustrated when a shopping experience is impersonal
- 274% of customers feel frustrated when website content is not personalized
- 390% of U.S. consumers find marketing personalization very or somewhat appealing
- 452% of customers expect offers to always be personalized
- 566% of consumers expect companies to understand their unique needs and expectations
- 675% of consumers prefer it when brands use their data to make experiences more relevant
- 783% of consumers are willing to share their data to create a more personalized experience
- 869% of consumers appreciate personalization as long as it is based on data they have explicitly shared
- 953% of online shoppers believe that retailers who personalize the shopping experience provide a valuable service
- 1031% of consumers say they wish their shopping experience was more personalized than it currently is
- 1173% of consumers prefer to do business with brands that take their personal preferences into account
- 1262% of customers expect companies to anticipate their needs
- 1342% of consumers are annoyed when content isn’t personalized according to their interests
- 1458% of millennials are willing to share personal data in exchange for personalized ads
- 1587% of consumers say that personally relevant content positively influences how they feel about a brand
- 1633% of consumers will abandon a brand relationship because personalization is lacking
- 1777% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience
- 1820% of consumers would be willing to pay a 20% premium for personalized products or services
- 1954% of shoppers are willing to share personal information with retailers if it results in personalized offers
- 2059% of customers say that tailored engagement based on past interactions is very important to winning their business
Interpretation
These figures make one thing unmistakable: personalize or perish, because customers who feel understood will gladly share data, loyalty and even extra spend while impersonal experiences breed frustration, churn and missed revenue.
Conversion & Engagement Metrics
- 1Personalized Calls to Action (CTAs) perform 202% better than basic CTAs
- 2Emails with personalized subject lines generate 50% higher open rates
- 3Personalized email marketing messages generate an average open rate of 18.8%
- 4Relevant and personalized emails drive 18 times more revenue than broadcast emails
- 5Personalized product recommendations account for 31% of ecommerce revenue
- 6Marketers using personalization in email see a 14% increase in click-through rate
- 7Personalized web experiences result in a 19% uplift in sales
- 853% of marketers say personalization results in higher conversion rates
- 9Personalized homepage promotions influence 85% of consumers to buy
- 10Cart abandonment rates are 10-15% lower for customers who receive personalized retargeting
- 11Segmented and personalized email campaigns have a 26% higher open rate than non-segmented campaigns
- 12Using a personalized name in the subject line increases the probability of opening by 26%
- 1382% of marketers report an increase in open rates through email personalization
- 14Personalized display ads have a 10 times higher click-through rate than standard display ads
- 1558% of mobile revenue comes from personalized product recommendations
- 16Personalized video campaigns have click-through rates that are 16x higher than standard video
- 1776% of buyers say personalized content tailored to their buying stage was key to their decision
- 18Personalized SMS marketing campaigns generate a conversion rate of 45%
- 19Dynamic content in emails increases click-to-open rates by 73%
- 20Implementing personalized search on eCommerce sites increases conversion rates by up to 216%
Interpretation
Taken together, these numbers make it clear that personalization is marketing’s closest thing to a cheat code, delivering double- and triple-digit lifts in opens, clicks and sales, slashing abandonment and even producing gains as high as a 216% conversion increase or 18 times more revenue, so treating one-size-fits-all campaigns as an acceptable option is no longer defensible.
Customer Retention & Loyalty
- 144% of consumers say they will likely become repeat buyers after a personalized shopping experience
- 278% of consumers are more likely to make repeat purchases from companies that personalize
- 360% of consumers say they will become repeat customers after a personalized purchasing experience
- 456% of customers stay loyal to brands that "get them" through personalization
- 570% of consumers say a company’s understanding of their individual needs influences their loyalty
- 6Personalization can improve customer retention rates by up to 30%
- 738% of customers will stop engaging with a marketing message if it is not personalized
- 880% of consumers are more likely to do business with a company if it offers personalized experiences
- 950% of consumers will switch brands if they receive poor personalization
- 1065% of business buyers say they would switch vendors if a company did not personalize communications
- 1191% of consumers are more likely to shop with brands who recognize remember and provide relevant offers
- 1263% of consumers will stop buying from brands that use poor personalization tactics
- 1372% of consumers say they only engage with messaging that is customized to their specific interests
- 1448% of customers have left a website without purchasing because the experience was poorly curated for them
- 15Loyalty program members spend 12-18% more each year when personalization is leveraged
- 1684% of customers say being treated like a person not a number is very important to winning their business
- 1762% of consumers are excited by the prospect of brands attempting to understand their history to offer better service
- 18Brands utilizing omnichannel personalization see a 91% higher customer retention rate
- 1936% of consumers believe brands need to do more to offer a personalized experience to keep their business
- 20Reducing customer churn by 5% through improved personalization can increase profits by 25-95%
Interpretation
Think of personalization as the host who remembers your name and favorite drink: when brands really get customers they buy more, stay loyal, and spend more, but when brands get it wrong people walk away and ignore messages, so even modest improvements in tailored experiences can dramatically boost retention and profits.
Operational Efficiency & Strategy
- 197% of marketers report seeing a lift in business results due to personalization efforts
- 263% of digital marketing leaders still struggle with personalization despite its benefits
- 374% of marketers say targeted personalization increases their overall customer engagement rates
- 488% of marketers say their biggest goal with personalization is improving the customer experience
- 5AI-driven personalization can reduce marketing overhead costs by 10-20%
- 658% of marketers say they see a strong ROI from their personalization efforts
- 760% of marketers struggle to personalize content in real-time
- 892% of marketers utilize AI-driven personalization to drive real-time growth
- 985% of marketers say they are not using their personalization tools to their full potential
- 10Personalization software market size is projected to reach $5 billion by 2027
- 11Companies that invest in AI for personalization improve marketing efficiency by 30%
- 1261% of marketers say AI is the most critical technology for their personalization strategy
- 1346% of marketers cite legacy technology as a barrier to effective personalization
- 1432% of marketers say they have sufficient data to personalize but lack the resources to execute
- 1555% of marketing leaders plan to increase their spending on personalization technology next year
- 1689% of digital businesses are investing in personalization tools
- 17Automated personalization can free up 40% of a marketing team’s time for strategy
- 1850% of large organizations will have failed to unify engagement channels for personalization by 2025
- 1979% of retailers admit they are investing in personalization tools more than ever before
- 20Integrating data for personalization is the #1 challenge for 53% of marketers
Interpretation
These stats are like buyers clamoring for shovels because personalization clearly pays by boosting engagement, cutting costs and improving efficiency, but far too many teams are standing over a locked treasure chest, held back by legacy tech, poor data integration and underused AI tools, so the full ROI remains mostly buried.
Revenue & Sales Growth
- 1Companies that excel at personalization generate 40 percent more revenue from those activities than average players
- 280% of companies report seeing an uplift since implementing personalization
- 3Personalization can reduce customer acquisition costs by as much as 50 percent
- 493% of companies with an advanced personalization strategy saw revenue growth in 2018
- 5Marketers see an average increase of 20% in sales when using personalized experiences
- 649% of consumers say they have made an impulse purchase after receiving a personalized recommendation
- 795% of companies that saw 3x ROI from their personalization efforts increased profitability the following year
- 8Personalization campaigns can yield an ROI of 44 dollars for every dollar spent in email marketing
- 9Brands that create personalized deals can see a 5-8x annual ROI on marketing spend
- 1051% of marketers say personalization is their number one priority for driving revenue
- 1140% of consumers have spent more on something they didn’t plan to buy because of personalized service
- 12Businesses utilizing AI for personalization have seen a revenue shift of up to 15% towards their brand
- 1326% of advanced marketers credit personalization for a 10-20% boost in revenue
- 1498% of marketers say personalization advances customer relationships and provides a lift in business revenue
- 15Retailers implementing personalization see a sales uplift of 15% to 20%
- 1686% of companies report a measurable lift in business results from their personalization campaigns
- 17Companies using advanced personalization report a $20 return for every $1 spent
- 1879% of organizations that exceeded revenue goals have a documented personalization strategy
- 1919% of companies achieved a revenue uplift of more than 10% specifically due to AI personalization
- 20B2B companies successfully using personalization generate 70% more revenue than those that do not
Interpretation
Think of personalization as handing customers a tailored suit that costs you less to find and pays you back in multiples: the data shows it can cut acquisition costs by up to 50 percent, shift 15 to 40 percent of revenue toward your brand, generate as much as $44 for every dollar in email, spur impulse buys, and deliver threefold or greater ROI and sustained profitability when AI and a documented personalization strategy are in place.
