Visitor #00001, we have been expecting you.

This is your profile, created by FROSMO based on your browsing behavior. Each time you interact with the website, we collect data to create a relevantly personalized experience for you.

A marketer’s dilemma: Overcoming the challenge of IT resourcing in iGaming

At Frosmo, we’ve seen how our iGaming customers battle with time management and struggle which of the many tasks should be prioritized, with the IT team usually at the forefront of any project.

The IT team is most likely involved in every project that the company runs, whether it be from GDPR, UI changes, CRM/back-end changes, etc. They work with game providers, banking, KYC, registration flow, and other important tasks that not only keep the site up and running but also compliant with ever-changing local and international laws and requirements.

 

The real cost of creating an in-house IT team

With the increase in big data and the emergence of AI, cryptocurrency, VR games, and eSports, the workload and strain on the IT department are only set to increase in the coming years.

It’s then no longer a surprise that when a request comes from the marketing team to update the row of the most popular games on the site or change the content of a banner, it is not put on top of the pile. With a huge work backlog, it can actually take months for the simplest changes to be implemented and by then, the campaign has already ended or no longer updated.

These irregular, ad-hoc, more tactical changes should be left in the hands of the team that works closely with them, whilst leaving the more strategic site changes to the IT team.

We’ve also come across other solutions that utilized the IT team in creating personalization platforms from the ground up. Doing an in-house personalization project may seem like a good idea at first because using your available resources looks more practical. But in the long term, the IT team would also need to build a user-interface for the marketing team to change and monitor personalization. The whole process just adds another layer of complexity to the IT team as they need not only to maintain and upgrade the personalization-related code but also the user interface to manage this. Marketing will also require changes to this UI.

 

Automated testing brings many benefits for iGaming companies

A good personalization solution should ideally be able to run comparison tests, such as A/B or MAB tests that bring clear business benefits such as bigger returns and reduced time. By automating the content selection, the casino manager or the marketing team can drastically reduce the time spent on manually selecting game content shown in each market. But the entire work must maintain a simplified UI if it will be run and analyzed by the marketing team, or else, it will be controlled by the IT team, who will set it aside, as mentioned previously, because it’s not their top priority.

Now isn’t it time we reduce the strain on the heroic IT guys and let them concentrate on the important tasks they were hired for in the first place?

Contact us and let us help you with your personalization journey.

Want to hear more about Frosmo’s personalization for iGaming?

Read about our great success stories and let’s get started!

 


About the writer: 

David NelsonDavid Nelson works at Frosmo as a Customer Success Director and has many years of experience supporting international clients in a variety of business sectors. He is enthusiastic about helping customers define their business strategies and transforming them into solutions with real-world results. Outside of work, he is a huge football fan!

Recommended for you

4 tips and tricks to deliver smart and effective product recommendations in retail

When trying to sell a product in a department store, you can’t have the same pitch to every potential customer. The same goes for online stores. A one-size-fits-all webstore doesn’t work if you want to get higher conversions and increase brand loyalty.

Your visitors are more likely to spend money and return to a site that makes them feel valued with personalized offers that are tailored to their needs. They will be happy, which also means your conversion rates will soar.

Follow these four tips and trips to deliver personalized customer experiences:

  1. Front page — make sure it’s not static

    The biggest flaw that most online stores share is that they have only one version of the front page catering to all visitors. But every visitor is unique, hence they should be properly segmented into groups based on interests, behavior, and other historical data that you can collect through their repeated visits. Instead of a one-size-fits-all solution, the content on your front page should vary based on who’s viewing it to create a more personalized shopping experience.

    When a visitor returns to your site, you should help them pick up where they left off instead of showing the standard home page. To help the second or third-time visitor continue their journey as friction-free as possible, try providing content that is popular among other visitors, currently trending content, or even pieces of content the visitor has previously read.

    Front page — make sure it's not static

  2. Product page — ensure that it’s not a dead end

    Retail website traffic usually lands on product pages from search engines and ads. A visitor often spends a lot of time on this page to take a closer look at the products they want to purchase. But what if the product isn’t available, or it turned out as not exactly what the visitor wanted? The customer journey should not end there.

    To avoid losing potential customers to your competitors, offer them some recommendations or alternative products that might be more suitable. Present options to continue exploring the site such as:

    • Find similar products
    • Most popular from the brand 
    • complementary or optional “You might like these” 

    Product page — ensure that it's not a dead end

  3. Category page — make product discovery as easy as possible

    Category pages are crucial to product discovery, serving as sources of traffic from search engines or paid ads. After the front page, they are usually the very next step in the shopping journey.

    We recommend at least two recommendation strategies to make product discoverability easier. The first set of category page recommendations shows the trending products based on highly-converting or most popular products. To enforce product relevancy and increase average order value, behavioral data is also used to show recommendations based on particular user interests in a specific category and combine it with products viewed or bought together.

    Category page — make product discovery as easy as possible

  4. Check-out page — last chance for effective cross-selling and increasing AOV

    Sweeten the deal by offering additional products that complement the item that your customer wants to buy. For example, for a dress, provide options for shoes and other accessories that match the dress.

    Make cart pop-ups for recommendations to include the data about store items in stock. It raises the level of relevancy and encourages effective cross-selling.

    Check-out page — last chance for effective cross-selling and increasing AOV 

 

Frosmo’s winning formula in personalization

With an AI-powered personalization solution that uses numerous data points, ecommerce businesses can create individualized category pages, learn more about their visitors with each interaction, and improve the customer experience in real time, leading to impressive results. Personalized pages can help you stand out from the competition by capturing the micro-moments of ecommerce shopping

Frosmo’s winning formula in delivering the best personalization results in the market is based on a unique combination of the following key features: 

Frosmo's product winning formula

Let’s get started within days! 

Let’s get started

 

You can also download the ebook:

Personalization on different web pages

 

Recommended for you

Quick personalization fixes to bring better results faster on front and product pages

In this turbulent year, there’s a huge surge in online orders as customers are forced to go digital. With the peak sales season around the corner and retailers moving online, are you prepared to surpass your best sales record?

Customer journeys are not linear and it might take several visits before the conversion is accomplished. For many years now working with numerous ecommerce sites, we’ve seen so many things that you can do on front and product pages to improve conversions.

In this blog post, we introduce the easiest best practices to make your front and product pages convert more while creating loyal happy customers.

 

Product page – make sure it’s not a dead-end

Product page - make sure it’s not a dead-end

The product page is often the landing page where a potential customer lands after searching and selecting a product for a closer review. But quite often, the customer journey does not end there. What happens if the product is not quite what the visitor wants? Or what if the product isn’t available? 

Most of the time, the product page is a dead-end that doesn’t give the option to continue exploring the site. As a consequence, you lose the buyer to your competitor. Give your visitor some recommendations to find better suitable or alternative products. We always recommend having three sets of recommendation strategies on the product page such as

  • Find similar products
  • Most popular from the brand 
  • complementary or optional “You might like these” 

 

Best tactic: Give your potential customers options to continue the exploring phase of the customer journey from the product page.

 

Front page – make sure it’s not static

The biggest mistake that online stores do is showing the same static front page to all visitors without segmenting them into groups based on interest, behavior, and historical data.  

The beauty of the visitor’s repeated visits to your site is that with every visit, you can collect data to create a more personalized shopping experience. 

Our data and experience show that when the visitor returns to the site, the journey usually starts again on the front page. So the question is, how does the front page help the second or third-time visitor continue their journey as friction-free as possible? 

Frontpage - make sure it’s not static

There are several tactics: 

  • Feature the product that highlights the customer’s interest in your hero banner. 
  • Show tailored product offers or CTA’s according to the customer journey phase and product interest. 
  • Use inspirational content according to the product interest, for example, content that needs to be taken into account when choosing the right product.  
  • Deliver product recommendations according to the interest and customer journey phase.

 

Believe us – it’s fast and easy

To make things easy and fast, let Frosmo’s personalization software do the tricks on your online shop by creating personalized customer journeys.  

Frosmo’s winning formula in delivering the best personalization results in the market is based on a unique combination of the following key features: 

Frosmo's product winning formula

Read more about our best practices in personalizing the entire customer journey on different web pages as well as our customer cases.

Let’s get started within days! 

Let’s get started

About the writer:

Maija Erkheikki has over 15 years of experience in the international software industry and is driven by a passion to use technology to improve the quality of life. This passion was best exemplified in her role as a consultant for healthcare companies, working on business processes and performance management. This led to a career in the partner-driven software business, where it is critical to build win-win-win models. Currently, she is fascinated by the digitalization of commerce and how artificial intelligence reshapes all industries.

Recommended for you

Best practices on personalizing the entire customer journey on different web pages

You and your customer have the same goal. You both want the customer journey to be easy, intuitive, seamless, and as friction-free as possible. How can you make that happen?

The answer is customer journey orchestration – a smarter way to visualize and optimize customer journeys from start to finish.

Customer journeys are not linear but rather a maze of repeated visits, pieces of consumed content, and other actions. Visitors come from different circumstances and have varying needs for information. To have a meaningful impact on the customer experience, you need to manage the entire customer journey, optimize it, and personalize it accordingly.

Non-linear purchase process
Let’s take a closer look at a typical customer journey in an online retail store, and how to apply personalization in each phase of the journey. We’ll walk you through the best practices and practical examples of how you can deliver smart and effective personalization on different types of web pages.

 

Personalizing the front page

A great customer journey starts with content that builds credibility. Your front page should have good content and should also showcase available promotions and other interesting offers.  Instead of a one-size-fits-all solution, the content on your front page should vary based on who’s viewing it and what you know about them. Personalized recommendations on the front page make the revisiting buyer feel more welcomed and create a smoother buying process.

The front page of Rajala, a Finnish photography specialist retailer in business for 100 years, shows generic content for first-time visitors, and content customized according to the interests and behavior of returning visitors.

Rajala frontpage


For
Ruka, one of the leading ski resorts in Finland, personalization starts with segmenting visitors: customers who show interest in going to Ruka and travelers who are already in the area. There are two seasons in Ruka, winter, and summer, and they attract very different types of visitors. The customer segmentation data is used to display personalized content to push events, ancillaries, such as ski lift tickets, and accommodation options.

Ruka front page


The strategy of
Power, a leading electronics retailer in the Nordics, is to assist the customer journey for better product discovery and conversion on the front page. Recommendations show the currently most popular products or products recently viewed by the visitor.

Power recently viewed page


Personalizing the category page

The next phase of the customer journey is discovery or decision-making, where the retailer strives to help customers find and select the right product within the group of nearly similar alternatives. It’s also a good opportunity to recommend complementary products for up-sell and cross-sell conversions.

Category pages are crucial to product discovery, serving as sources of traffic from search engines or paid ads. After the front page, they are usually the very next step in the shopping journey.

Power aims to help the visitors find the most relevant product to purchase in the category pages. Two strategies are in place to make product discoverability easier. The first set of category page recommendations shows the trending products based on highly-converting or most popular products. To enforce product relevancy and increase average order value, behavioral data is also used to show recommendations based on particular user interests in a specific category and combine it with products viewed or bought together.

 

Power recommendations- trending products
Power recommendations- popular products


With product recommendation strategies implemented on the pages, the results have been proven strong and effective. Purchase conversion rates have gone up by 170% compared to the group who don’t see recommendations, and average order value has gone up by 41%.

Rajala is also using customer data to experiment with the placing of the product filtering component.

Rajala product filtering

 

Personalizing the product page

Before the customer actually makes a purchase, you can increase the average order value (AOV) by using effective product recommendations on the product pages. Personalization on product pages enables brands to reach out to customers in a way that directly and precisely meets their needs and desires.

Reima, a global leading brand in functional kids’ wear, boosts sales by providing their customers with personalized product recommendations to find the most suitable items for each customer’s individual needs. Their strategy is to recommend products that other similar customers have bought.

Reima recommendations

 


Rajala recently tested a feature by Frosmo where visitors can easily see the accessories associated with the product.  In addition to being able to add suitable accessories directly to their cart, the visitors can also see the full price for the combination by hovering over the “Add to cart” option. This feature makes it easy for potential customers to make purchase decisions for the products they need.

Rajala calculator


Accurate and relevant recommendations are key to providing meaningful visitor experiences.
A-lehdet, a Finnish media house, shows personalized recommendations after the visitor has read an article.

A-lehdet recommendations

 

The product page is all about making sure the conversion happens and that the average order value increases. Traditionally, customers put a lot of effort to choose the product that best suits their needs. To make the choice easier, Power uses recommendation strategies based on relevant products viewed or bought by others as well as historical data of the visitor to recommend related products.

Power recommendation strategies based on relevant related products viewed
Power recommendation strategies based on relevant related products viewed

 

Personalizing the checkout page

A thank you page is not only good for showing the order information. It is also the perfect place to do upselling. Sweeten the deal by offering additional products that complement the item that your customer wants to buy. For example, for a dress, provide options for shoes and other accessories that match the dress. Personalized recommendations offer a more personalized shopping experience, leaving customers feeling more valued. Optimizing and personalizing your checkout page can bring amazing results.

The delivery calculator has helped Reima boost sales at check-out by reminding customers how much more they need to buy to take advantage of free shipping.

Reima delivery calculator

Power is developing cart pop-ups for recommendations to include the data about store items in stock. It raises the level of relevancy and encourages effective cross-selling.

Power basket pop-up recommendations
Power basket pop-up recommendations

 

Of course, the customer journey shouldn’t end with a single purchase. With the customer’s consent, welcome them back later on with an email recommending complementary products for the products they already purchased.

Email recommendations

 

Frosmo’s winning formula in website personalization

When trying to sell a product in a department store, you can’t have the same pitch to every potential customer. The same goes for online stores. A one-size-fits-all webstore doesn’t work if you want to get higher conversions and increase brand loyalty.

Frosmo’s winning formula in delivering the best personalization results in the market is based on a unique combination of the following key features: 

Frosmo's product winning formula

We identify your visitors’ interests to understand every step on their customer journey. Our powerful personalization engine finds the winning product recommendation algorithm for each visitor on the right page at the exact right moment.

Smart customer journey orchestration is the key to delivering unique customer journeys that build loyalty, retention, and long-term benefits, both for the brands and the customers. And this is what Frosmo does- orchestrating customer journeys and helping brands take control of the entire customer experience through AI-driven personalization.

Contact us now and let’s get started.

Let’s get started

 

Recommended for you

How website personalization delivers effective communication in the public sector

The concept of personalization has been ongoing in the retail industry for years now. But for the public sector industry, municipal leaders are just starting to realize the potential of crafting customized customer experiences based on user behavior and context.

Many government websites host a vast variety of content, information, and news that is easily comparable to a big corporation operating in various businesses. Even a small local government site might host information about parking permits, daycare services, tourist attractions, and building permits while trying to attract new employees – just to mention a few. An unexpected situation like the COVID-19 crisis adds another layer of complexity for communication. 

Web visitors want to have the information they need without spending any extra time on the site. If the information is difficult to find or not interesting enough, web visitors will end up contacting the call centers which will then add up to the overall costs of the service. 

Personalization helps the users find the information according to their interests thus making the service relevant and more engaging. For citizens, it’s important that the user experience is seamless, regardless of the different administrative boundaries. The visitors seek great usability and the easiness to find information.

The benefits of personalization in the public sector:

  • More relevant messaging saves the resource of call centers and have a direct link to cost savings.
  • Employees are happier due to reduced routine work-load in support.
  • Make all information and content easily accessible across administrational boundaries for all citizens.
  • Better digital services bring more satisfied visitors that engage more with the content.
  • Allow rapid pervasive response to evolving situations by allowing targeting content to certain groups.
  • Achieve all these without expensive systems projects or adding manual labor.

    Personalized content block in public sector
    Personalized content block – Easy way to start providing the content that site visitors want and need


Easy way to start personalization

Personalization can take many forms, but to ease the adoption, we’re recommending to start with the following use cases that are very easy and fast to implement to any public sector site: 

  1. Content recommendations: Frosmo helps site visitors find the correct content by using AI algorithms to recommend relevant content. Recommendation strategies include  ‘Visitors who viewed this article also viewed’ and ‘Trending articles right now’.
  2. Local governments find location-specific personalization interesting as it consists of many geographical areas hosting their own services and events. Site visitors can select their area of interest or the technology can detect their approximate location. This has been popular because otherwise, the local content is buried under the general content or administrative categories. 
  3. Targeted pop-ups or ribbons to communicate urgent information like the COVID-19 related instructions and most recent updates.

 

Personalization and GDPR

Many are concerned about GDPR. Frosmo is fully GDPR-compliant. Personal data is not needed to provide dynamic and relevant website experiences.

Read more about the solution for the public sector and the privacy policy.

 


About the writer:

Maija Erkheikki has over 15 years of experience in the international software industry and is driven by a passion to use technology to improve the quality of life. This passion was best exemplified in her role as a consultant for healthcare companies, working on business processes and performance management. This led to a career in the partner-driven software business, where it is critical to build win-win-win models. Currently, she is fascinated by the digitalization of commerce and how artificial intelligence reshapes all industries.

Recommended for you

Better customer experiences through personalization in the travel industry

A holiday is so much more than just being on the actual destination. The customer journey consists of an active pre-travel phase which at times, can be more significant and time-consuming than the actual trip. 

Travel momentsSeveral studies indicate that travelers experience a significant boost in happiness during the planning stages of the trip as they look forward to the holiday experiences ahead of them. The travel customer journey stages include dreaming of the holiday, actively planning and booking the holiday, the actual holiday experience, and lastly, sharing the memories. 

All these micro-moments in the customer journey are important. They give travel providers a golden opportunity to create unforgettable customer experiences that turn website visitors into loyal customers. But during the delicate dreaming and planning phase of the holiday, many things can go wrong if the customer journey is not planned well. 

 

What is website personalization?

Personalization is a hot trend in the travel industry but it’s often referred to as how to tailor advertising and promotion in third party sites. Website personalization is creating a custom-tailored and seamless customer experience based on what you know about a person’s needs, wants, and preferences. With personalization, you can deepen your relationship with the customer by automating the delivery of relevant content for the right person at the right time.

Website personalization will not only improve customer relationships but also enhance customer retention and boost revenue. With businesses moving away from the one-size-fits-all approach, they can present relevant messages across all touchpoints along the customer journey. A seamless experience that responds to their specific travel needs keeps travelers happy and makes them come back for repeat purchases.

In the dreaming phase, web visits are regular and travelers need to have a variety of options to customize their holidays and enough content to learn more about the destinations available. Product recommendations play a big part to show what options and content are available during the desired timeline. It’s also critical that the web visitors are segmented according to their interests and are shown only personalized dynamic content and activity options that fit their holiday plans. 

The goal behind website personalization in travel is to help customers find what they need in planning the holiday of their lives. They expect a customized itinerary and other tips and tricks on what to do and what to explore while in the chosen travel destination.

 

Business benefits of personalization in travel

A case study done by Aurinkomatkat, the biggest travel provider in Finland, searched the value of personalization among Finnish travelers. Their findings were: 

66% of consumers say they appreciate individually tailored offers from travel companies

61% of consumers say they would appreciate recommendations in digital services, that are based on their relationship with the company

60% of consumers say it’s important that the company remembers their previous behavior and offer products and services based on that. 

Website personalization is a great way for travel providers to turn the data from customers and vacation dreamers into a great customer journey that will eventually increase conversions, improve ancillary revenue, and drive customer loyalty.
 

Case study: Aurinkomatkat

Segmenting website visitors is key to personalized customer experiences. Aurinkomatkat has almost 500 different segments based on clicks, searches, device types, geolocation, and booking data. An example of the segment would be families who booked a holiday that starts in less than 30 days — a great segment to start recommending extra activities during the holiday.

Another example of a segment is based on geolocation. Aurinkomatkat targets website visitors who live near the city of Oulu and offers holidays with direct flights from Oulu. This has proven to be a very successful segment with a 498% increase in conversion.

With the gathered data from different segments, Aurinkomatkat can show holiday offers to website visitors according to their interests: from adventurous packages for adrenaline junkies and family deals to travelers with kids. By keeping the content relevant, it becomes easier to find that perfect trip and as a result, conversions go up significantly. For example, by recommending the most viewed hotels, their conversion rates went up to 248%

Overall, 50% of bookings come from clicks through personalized elements. 


Case study: RUKA

Ruka ski resort is one of the leading ski resorts in Finland and the market leader in the ski travel industry with nearly 20% share of ski pass sales. 

For Ruka ski resort, personalization also starts with segmenting visitors: customers who show interest in going to Ruka and travelers who are already in the location. There are two seasons in Ruka, winter, and summer, that attract very different types of visitors. The customer data is then used to show personalized content to push events, ancillaries such as ski lift tickets, and different accommodation options. 

“We’re excited about all the possibilities that personalization brings to us to make the customer experience in all touchpoints of the travel customer journey outstanding — it brings happy customers but also great business results,” Jenni Ihatsu Director, Marketing & E-commerce, Rukakeskus Oy/Pyhätynturi Oy.

The travelers’ interests and needs may also vary based on where they depart. Segments based on geolocation are important to give the right kind of information from different kinds of travel options. The interest is also different in certain scenarios, for example, when the customer is already in the location or when he is still on his way. Mobile users who are already in Ruka receive special content exclusive for travelers such as current events, slope opening times, and snow situations.  

 

Testing and optimization is part of the customer experience

Testing is always crucial as many improvements can cumulatively turn into big conversion rate generators. Testing helps you gather data to show what should be developed next, reduce risks in costs, understand the audience on a deeper level, and solve the pain points that your visitors might have. Both Ruka and Aurinkomatkat use A/B/n testing to find out which variations of banners, recommendations, navigation, CTA’s, and content perform better. 


About the writer:

Wilfrid Kroath has been in sales for the past 15 years and worked with numerous global brands such as BT, DHL, H&M, Kone, Lego, Nokia, and UPM. He has a solid track record of technology, software, and business development. Besides his current position, he teaches business design and rapid prototyping courses to university students and SMEs.

Recommended for you

Is your marketing automation delivering great customer experiences?

The majority of purchase decisions nowadays are based on customer experiences (CX), not on prices. CX should be on top of every marketer’s agenda so it’s good to see that the importance of CX is finally getting noticed. In the Annual Digital Trends Report by Econsultancy and Adobe, marketers identified ‘optimizing the customer experience’ as the most exciting business opportunity in 2018.

Planning great customer experiences needs a holistic approach with personalized dynamic content to the entire customer journey. Do the tools we use now help us achieve great customer experiences? 

We’ve learned how to use marketing automation tools effectively to design customer journeys with engaging content up to the campaign landing page. If the conversion doesn’t happen at that point, we tend to rely on retargeting advertising to bring the customers back to the campaign site. But to truly transform customer interactions into customized experiences, website personalization is required, and this goes beyond marketing automation. 

In the real world, the customer journey doesn’t end on the campaign landing page but marks the start of the purchasing process. This is where website personalization comes in it helps the customer complete the desired task as efficiently as possible.

 

Personalization connects the dots for great CX

The exploring and evaluation phases of the customer journey start from the landing pages and this whole process is never linear. In practice, it means going back and forth different pages, exploring the content, and finally, building the confidence of making the right purchase decision. 

How we acknowledge revisiting customers and deliver more information about the products they’ve previously looked at is key to building up their confidence and making their customer journey as friction-free as possible. When effectively done, personalization helps customers progress through the customer journey better and easier. It connects the dots between marketing automation and the purchasing funnel on the website by creating personalized end-to-end customer journeys, thus enabling great customer experiences. 

Although marketing automation enables marketers to make the cross-channel experience a seamless journey for their customers, it shouldn’t stop there. To take marketing automation one step further, marketers should use website personalization to customize and optimize customer experiences. With website personalization and marketing automation, you can make customer experiences even more granular and focused. When combined, it is easier to deliver a full-lifecycle and create a cohesive customer experience across every channel. 

Marketing automation-website personalization

 

The benefits?

Personalization helps the brand to deliver more emotionally relevant content throughout the customer journey on an individual level. It’s easier to enhance customer satisfaction and drive impact to the bottom line when customer needs are anticipated. Loyalty is among many things that great customer experiences can help achieve. With loyalty comes another good thing, customers tell their amazing experiences to other people which then opens up to opportunities of gaining more customers. Read more about the benefits of personalization.

 

Interested to learn more?

If you’re interested to learn more about how personalization can help you achieve your customer experience goals, watch this 30-minute webinar with Weld. We’ll discuss the importance of creating meaningful customer journeys that also bring business results. We strongly believe that website personalization with scalable content creation is key to putting customer experience at the center of your digital service.

Webinar: Personalization with scalable content creation


About the writer:

Tanja Säde is the Chief of Marketing at Frosmo. With 20 years of experience in technology marketing, she is always curious about the latest technologies and marketing trends. She is enthusiastic about creating superior digital customer experiences through data, personalization, and AI. Outside of work, she is a yoga addict.

Recommended for you

What is website personalization?

We all know that every web visitor and customer has different individual interests and needs. Every visit they make to your website or online shop is unique. The important question is, how can brands take those differences to make personalized customer experiences that help customers complete the task they need as smooth as possible?

For Gartner, personalization is defined as: 

Software that applies context about individual users to select, tailor and deliver messaging such as content, offers and other interactions through digital channels in support of three use cases: marketing, digital commerce, and customer experience (CX). – Gartner

We, at Frosmo, see personalization as creating a custom-tailored and seamless customer experience while leveraging the data about a person’s needs, wants, and preferences. Personalization enables businesses to move away from the one-size-fits-all approach by presenting the relevant message at the right time across all touchpoints along the customer journey.

It’s not just about brands trying to please the consumers. The demand for better customer experiences also come from consumers regardless of the industry.

Salesforce also found that 80% of customers say the experience a company provides is as important as its products or services. Interestingly, 57% of consumers are willing to share personal data in exchange for personalized offers or discounts. Similarly, 52% of consumers would share personal data in exchange for product recommendations, and 53% would do the same for a personalized shopping experience.

 

Personalization as a customer service

Think of personalization as a great customer service. Personalization is about helping your customers to complete the actions as smoothly as possible by offering them relevant content, products, or guidance. 

The recent study by Gartner shows that brands generate more help for the customer to make progress on the buying journey with personalization and are likely to see a 16% lift in commercial benefit. The help could be i.e. making it easier to buy, providing assurance about making the purchase, teaching something new about the products or services, messages, or guiding products or services that could solve customers’ problems or rewards with exclusive offers. 

The personalization that helps the customer creates trust. According to a study by Salesforce,  95% of customers say they are more likely to be loyal to a company that they trust. Trust has a great business value as it creates loyalty.

 

The business value of website personalization

When customer needs can be anticipated, it’s easier to enhance customer satisfaction and drive impact to the bottom line. Personalization establishes the foundation for the ultimate omnichannel experience, paving the way to enhanced customer experience across all channels and devices.

Benefits of website personalization to consumers: 

  • Better overall experience
  • Increased and improved relevancy of content and experiences
  • Reduced clutter when visiting the site, which allows for faster interactions with the brand
  • Easier to find relevant products and services
  • More control over the customer experience 
  • Improved engagement creates brand trust and loyalty

Benefits of website personalization to online businesses:

  • Brand credibility and enhanced authenticity
  • Improved customer insights and data
  • Increased customer satisfaction and more opportunities for customer engagement
  • Improved customer retention and customer acquisition, and better customer support
  • Empowered salespeople
  • Increased conversion rates, revenues, sales order values, and subscriptions
  • More traffic to the site and more customers through referrals
  • Improved brand association and loyalty


In the
Gartner 2018 State of Personalization Survey, 87% of surveyed marketing leaders said that their organization is pursuing personalization. There are many reasons cited but ultimately, most companies aim to drive consumer engagement and completed purchases. Companies also report having to do less front-end development work as it’s easier and quicker to do that with personalization software. Marketers also report a reduction in acquisition costs and improvements in conversion rates from advertising.

It’s important to think of the business value of personalization on two levels; one is about making more conversions and revenues, and the other is reducing the expenses.

Real business value of personalization

Personalization has a positive impact on the conversion rate and average customer value. The customers who complete transactions are more likely to return and share their experiences – and become loyal. The loyalty improvement is the “interest on interest” in personalization ROI.

 

Where to start the personalization

Before doing a process of change, it’s good to understand the starting point. Personalization is a discipline that requires not only the technology but also processes and skills. 

Personalization shouldn’t be a one-time activity either – leveraging personalization and data-driven service design helps create the best experience and maximize business results. 

Start by completing our personalization maturity assessment and get your personalized report on where to start.  We’ve put this tool together based on our experience with implementing personalization across industries and clients over the last 10 years.

 


Download the ebook The power of personalization and learn from loads of examples, know the practical tips, and get the standard best practices for different industries, such as retail, media, and iGaming.

The power of personalization

 

Recommended for you

Getting the best out of personalization

 

Personalization is not an easy journey. And despite its strong business case, positive results, and years of experimentation to further enhance its capabilities, the opportunities for effective personalization strategies remain largely untapped. Because for every success story, there are dozens of weak efforts or failed attempts.

74% of consumers get frustrated when they see website content that has nothing to do with their interests. -KIBO

With customer expectations for personalization and hyper-customization constantly evolving, it’s time for businesses to keep up. But the question is – how? Here are some questions you can start with to have what it takes to win the personalization game.


Is it relevant and compelling?

A good personalization revolves around relevancy and remarkability. It’s all about providing a richer experience by serving the right message on the right channel at the right time. According to an Accenture study, 44% of all customers feel that brands fail to deliver relevant personalized experiences.

If you’re going to suggest a product, get it right. Whether you’re using a recommendation tool or manually selecting the product you’re suggesting, ensure that the recommendations are relevant and appropriate. If the suggested product isn’t what they’re interested in, you have the risk of losing not only a potential upsell but also the customer’s trust in your capability to connect with them.

 

Is it too much?

While taking personalization to a whole new level sounds promising, it’s crucial not to let it go too far. There’s a thin line between delivering useful recommendations and those that raise a red flag on privacy concerns. When you cross that line, it will be hard to get the trust back. Your customers should feel recognized and understood, not stalked. So, identify the customers personally, but use their data without being too creepy nor invasive. Strong brands are based on trust.

Personalization is not the experience. It’s how you curate meaningful experiences. -ACCENTURE

 

Is it repetitive and annoying?

Showing the same offers again and again, even when they’re relevant, will eventually tire customers and drive them away. There are retargeting ads and campaign messaging that chase customers all over the page. Personalization aims to engage customers in an authentic and remarkable way that recognizes them and serves their needs.

Though it might be tempting to over-communicate promotions and recommend multitudes of products, remember that less is more. Keep the frequency down as spamming will make customers feel harassed and regret the decision to give you their information. Most customers appreciate a lot less personalization than most marketers believe. Suggest products they love and encourage more engagement quicker and easier with well-crafted campaign messages carefully selected just for them.

 

Bottom line

Businesses are now expected to deliver perfectly curated customer experiences. It’s not easy to create messages and offers that feel truly personal and relevant to potential customers, but when personalization is done right, it becomes a very powerful marketing tool with many benefits to both customers and businesses

It’s also important not to violate customer trust when implementing personalization strategies. Data may be one of the factors in enabling personalized experiences but transparency and trust are key elements in customer loyalty.

Two-way conversations when interacting with customers allow the brands to effectively listen to the customers. By doing this, customers have the power in their hands to let brands know what they truly want and when they want it. These continuous two-way digital dialogues result in significantly better and more personalized customer experiences for every individual.

Download the personalization ebook for some insights, examples, and practical tips for different industries, such as retail, media, and iGaming.

personalization ebook

Recommended for you

Shopping funnel optimization tips

For ecommerce stores, the holiday season is the best time of the year for a different reason it’s the perfect time to reap the rewards of shopping funnel optimization. With Christmas only a few weeks away, this article will provide you with a few easy-to-implement last-minute adjustments to maximize conversions and revenues.

The real battle begins when people have already put items into their shopping carts. It’s when you have the biggest opportunity to turn window-shopping into done deals. So at this point, it’s crucial to ensure that the checkout funnel on your website is at its optimal level. Why? Because when people reach the checkout page, usually, they have already made up their minds to buy something and they are most likely to convert.

But let’s face it, not everyone who’s heard about your brand and visited your site will magically turn into loyal customers. According to studies, as many as 75% of users abandon the shopping cart stage for many reasons. This is why optimization at every stage of the funnel is critical to improve the number of people you drive towards conversion. Optimizing your shopping funnel puts the focus on your customers, which, in turn, increases conversions and improves customer experience the winning combination.

 

What is a shopping funnel?

The shopping or checkout funnel is a visual metaphor for the path taken by a potential customer as they move towards becoming a customer. It’s a process that helps you to visualize and understand the customer purchase flow, and guide the potential customers towards conversion, from the time they land on your site to the time they convert into actual customers.

Shopping funnel

The entire customer journey could take place in a matter of minutes, or hours, or even days, as a customer visits the site, adds items to their cart, and completes their purchase. The funnel shows the number of pages that customers visit from the landing page to the ‘thank you for your purchase’ page. Because the shopping funnel is at the baseline of the marketing funnel and the start of the checkout process, all the marketing efforts have already paid off at this stage.

 

Understanding the marketing funnel and how it is related to the shopping funnel

Let’s go through the marketing funnel to truly understand how customers move down through the whole journey – from initial contact to final purchase – as they learn more about your product and express intent to purchase it.

A marketing funnel helps you map the customer journey from the initial stages when people become aware of your business up to the time they’re ready to make a purchase. Through the funnel, you can easily identify what you need to do at each stage to make sure that the customer moves towards making a buying decision.

The objective is to improve the conversion rate at each stage of the funnel so that more customers make it through the full funnel. So in a sense, the marketing funnel attracts shoppers to the funnel and pours people in so they can get to the next funnel – the shopping funnel. Once people have reached the last stage of the marketing funnel, you need to pull them through the shopping funnel and guide them to the next desired action. People should be certain about the next steps to take and should easily see the options available.

For example, a typical marketing funnel for an ecommerce site starts with attracting website visitors and ends with the decision to purchase, while the shopping funnel starts with landing on the site and intent to buy until they add the items to cart and complete the transaction.

Marketing vs shopping funnel

But of course, even when the sweet victory of purchase is almost within your grasp, any customer can choose to get off the hook at any step. So, how do we make sure the customer gets to the finish line?

 

Optimizing the shopping funnel

In an ideal world, it’s really simple. A person visits your site, checks out product pages, adds a product to their cart, and completes the checkout process. But mapping out an ideal shopping process can make you understand more how many of your site visitors are progressing through each of the stages in the funnel. To do this effectively, you need to think about the customer experience at each stage — what they want, and how you can give it to them. 

For example, if you run an ecommerce store, your shopping process might look like this:

Shopping process

Having amazing deals and great content is important, but all your efforts will go to waste if the UX (user experience) is bad. So a well-thought-out and streamlined UX throughout the shopping funnel will become a game-changer when creating the ultimate shopping experience. 

Here are the five stages in a shopping funnel: 

  1. Site visit – A customer arrives at your site.
  2. Product view – Customer views a specific product page for more detail.-
  3. Add to cart – Customer shows a strong preference for a product by adding it to their cart.
  4. Enter checkout – Customer shows strong intent that they will purchase your product.
  5. Purchase – Customer goes through the entire checkout process and completes the transaction.

To build a highly converting shopping funnel, you need to maximize yield in each stage of the funnel. Finetune the key customer touchpoints and increase revenues this holiday season with these optimization tips for every stage:

 

Stage 1: Site visit

Website navigation should be easy

Website navigation can either make or break the customer experience. Imagine going through a complex maze without a map or a point of reference. It can be frustrating and overwhelming.

The aim is to have customer-focused navigation. A well-defined structure makes navigation easier and more engaging so users will spend more time on the site. Structure your navigation menu so that it reflects the main categories on your website. Every visitor should know what you do, offer, or provide at a quick glance and without having to search for what they want.

Optimize the mobile experience

According to the KPI Report 2019, 53% of online store traffic comes via mobile devices.

With the massive amount of people using mobile devices to shop and complete purchases online, a mobile-responsive UX is no longer a nice-to-have but essential and critical for any ecommerce website. A mobile-optimized website not only increases leads and sales but also helps increase search engine optimization.

H&M mobile shopping
H&M has an excellent layout for mobile checkout. They offer discounts exclusively for mobile users once in a while, and they also allow existing customers to keep the items in their baskets for a few days.


Customers expect the same good desktop experience, but on a smaller screen, which makes it more challenging. So ditch the
original full-featured desktop experience with all kinds of animations, long narratives, and huge images that not only make the loading slow but occupy the whole page. A visitor will leave a mobile page after 39 seconds, so make sure that visitors who are accessing your site from mobile devices have an optimal experience.


Boost site performance

A widely quoted study by the Aberdeen Group found that a one-second delay in page load time yields:

  • 11% fewer page views
  • 16% decrease in customer satisfaction
  • 7% loss in conversions

Load times can heavily impact conversions. A study published by Google indicates that visitors are 32% more likely to leave a site if the page takes between 1 and 3 seconds to load. So if your site is too slow, you’ll lose visitors before you even have a chance to market to them. 

There are many factors that influence the page loading times. Increasing speed can improve customer experience and can have a significant positive impact on your overall site performance. So spend some time to look through your site’s speed test results and focus on the high-impact issues that will result in easy wins. Even small steps can make a difference and have an impact on your conversions.

 

Stage 2: Product view

Analyze and optimize your product pages

Analyze the various elements on your product pages and understand what your customers get while browsing through them. Check whether or not your product pages:

  • Engage with your customers with a clear product page design.
  • Provide sufficient information such as important features and components to help your customers decide on a purchase.
  • Present your product clearly with high-quality product photos and a compelling description.
  • Include engaging copy that speaks of your brand.
  • Load fast and provide an overall good customer experience.


Provide detailed product information

A product photo is important but it’s the high-level product information that informs customers about the benefits and features of a product. This is the part where you can convince them to buy from you. The product descriptions should position your products, target your ideal customers, and foster a strong buy response. Keep them short and sweet and use a clear structure with headings and bullet points to improve readability.

The product page should provide details such as:

  • A relevant product title.
  • Price and the percentage of discount when applicable.
  • Important features, components, benefits.
  • Materials and compositions of the product.
  • Care and maintenance instructions.
  • Size and other dimensions.
  • Lead-time if the product requires a longer time to ship.
  • Other information about the brand, such as availability, other specifications, and videos or tutorials if needed.
Amazon shopping
On the Amazon website, resellers provide comprehensive product information.

Build and increase trust with customer reviews and ratings

Product testimonials build trust, which in turn increases conversions. They can clear any doubts that your potential customers might have about the products and help speed up their purchase decision. Gone are the days when people rely solely on personal recommendations. Nowadays, many customers prefer to go with social proof such as online reviews and product ratings.

 

Stage 3: Add to cart

Feature a prominent and clear CTA

Create the perfect CTA (call-to-action) if you want people to buy. The CTA and cart icon should be clearly visible on the product pages. An effective CTA tells customers what they should do next so it should have direct phrases such as ‘add to cart’ or ‘buy now’.

ASOS shopping
Fashion brand ASOS uses prominent CTAs on their ecommerce product pages.

 

Show that something has been added to the cart

Zara shopping

When the shopper adds a product to the basket, give them the right information to eliminate confusion and shorten the time spent in making the purchase. Going back and forth to check what product has been placed in the basket or how many items are already in the cart interrupts the shopping experience.

Once a customer hovers over the shopping cart icon it should show the details about what they are buying with a small thumbnail image and a short description. There should also be options to either proceed to checkout or continue shopping. The shopping cart icon should also always display the number of items in it and should move down when scrolling and looking through long lists of items. Customers also need to have an option to easily review what’s in the cart, and edit it if needed, without starting all over again.


Emphasize free shipping

Free shipping is one of the most important unique selling points and a factor that often prompts a visitor to choose one online store over another. That’s why it’s so important to emphasize free delivery not only on the main page and product pages but also in the cart where a customer is making a final decision whether to complete a transaction or not.

Another option is to have a delivery calculator, like what kids’ brand Reima has, which serves as a reminder to customers of how much more they need to buy to qualify for free shipping.

Reima delivery calculator

 

Offer save or wishlist options

At times, people aren’t ready to purchase yet, even if they’re already halfway through the checkout stage. To save those potential sales, there should be an option to let people save items for later, or move items to a wishlist, so they can later continue the shopping without having the need to hunt down the items they’ve initially selected.

 

Stage 4: Enter checkout

Checkout conversion is undeniably the most critical metric in any ecommerce business. If your shoppers don’t complete their purchases, none of the rest really matters. But with cart abandonment rising in figures and hitting hard, especially during the holiday season, retailers need to find ways to ensure higher checkout conversions.

Let the customers review the product in the shopping cart

Display the products in the shopping cart in a convenient size and good resolution. Small thumbnail images that you can barely see isn’t a helpful reminder of the products they added to the cart. Aside from the images, show them the details of what they are buying, such as availability, the color they chose, and the number of items they added to the cart.


Full disclosure on shipping costs

Be transparent on the fees right away. Ensure that shipping fees, taxes, and other costs are visible throughout. Shoppers highly value transparency. Any hidden costs, such as taxes, are major turn-offs.

At the same time, make sure that the return policies and other detailed shipping information are also easy to find. If finding the delivery information proves to be a treasure hunt, customers may get frustrated and just give up. Customers should also be informed exactly when they will receive the items and what to do if they aren’t too happy about them.

Bestbuy online shopping
Best Buy, an online electronic store, shows delivery information and offers other shipping options and payment options.


Eliminate the mandatory sign up and offer a guest checkout

If this is the first purchase from your website, and perhaps the only one, customers are questioning the value of spending a lot of time filling out a signup form and giving out their email address.  People don’t want to be forced to create an account because signing up can be a time-consuming effort. Now there are faster registration options, like Facebook or Google login.

So for new customers, they should have the option to check out as a guest, especially for single-item purchases. Or you can allow the checkout page to double as the registration page as well, collecting the name and email. You may also want to include the password field in the checkout form to avoid a separate step in the shopping funnel or the option to generate a password after the order has been completed. 

For returning customers, the checkout page should automatically pre-fill their contact information and there shouldn’t be a need to register or enter a password to access the shopping cart. Make it as easy and hassle-free as possible to complete the order.


Create elements of reassurance

Customers judge the security of your checkout process based on how credible your site looks. Doubts and fears are an inevitable part of the online shopping experience and the causes for suspicion can range from outdated layouts to missing images and no SSL certificates. More of a gut feeling, they usually rely on authentication and security logos like ABTA and ATOL for travel or the VISA logo for general ecommerce websites.

But there are a lot of great ways to assure your users that you and your business are both reliable. Your security badges should be clear and visible. A lock symbol in the address bar also indicates security. Potential customers want to make sure that their financial information is in the right hands. They have peace of mind and feel safer when they know that if anything goes wrong, their money will be refunded.

 

Simplify the checkout forms

Keep the checkout as simple as possible. Reduce the number of form fields and only include the necessary ones. Options for doing this include:

  • Use a single field for the customer’s full name, rather than separate first and last name fields.
  • Make the shipping address the same as the billing address, unless the customer requests differently.
  • Use an address lookup service to automatically find addresses and zip codes.
  • Autofill form data from information stored in a browser or password manager.
  • Retain customer information so repeat customers don’t have to enter the same info again.
  • Automatically copy shipping information to the billing information field if they’re the same.


Deliver relevant, smart, and personalized recommendations

You can recommend relevant products or other similar products to your customers when they’re on the checkout page. Sweeten the deal by offering additional products that complement the item that your customer wants to buy. Consider it as a good customer service because as you encourage the customers to purchase more, it can also help them with their shopping needs. 

For example, for a dress, provide options for shoes and other accessories that match the dress. Personalized recommendations offer a more customized shopping experience, making customers feel more valued. To learn more about this topic, have a look at the comprehensive guide to recommendations

 

eventim recommendations
Eventim shows recommendations by category, combining similar events and showing ratings given by other visitors.

Stage 5: Purchase

Conduct on-site surveys

The timing of surveys is critical, especially if you want to get the best response from customers without distracting them from their purchase journey. The surveys will give you greater insights into what customers feel, what their goals are, and what their pain points are. The results will help you craft a better, more relevant, and highly-targeted message.

ASOS on-site survey

A survey on the order confirmation page can usually yield more results because people who just bought something are more likely to answer questions about their experience. But this also means you won’t get feedback from those who didn’t purchase. In these cases, you can trigger a survey when customers are about to leave the site or abandon the cart. These are the two common on-site surveys:

  1. On-page surveys are activated when a visitor visits the page, either immediately or after a set period of time. One example is the survey on the purchase page when the order has been completed.
  2. Exit surveys are activated when the visitor shows exit intent, like hovering over the browser’s taskbar and abandoning a cart. The survey will give you the chance to gather feedback from potential customers before they leave.


Turn them into returning customers

Once customers have made the purchase, they’re excited about their order. So the best time to promote your loyalty club is right after they bought something. Having a loyalty program is a great way to encourage repeat purchases and increase customer loyalty. In fact, according to one report, repeat customers spend 67% more than new customers. Offer them discounts such as 10% off or free shipping on the next purchase.

 

Get those cart abandoners back

Letting shoppers abandon their carts is one thing, but not trying to win them back is another. A website visit normally starts with “window shopping” and it’s in your hands to turn random visitors into buying customers.

Customers may add items to their baskets but, when life gets busy, they leave abruptly and forget all about it. A brief but impactful abandoned cart email is an excellent way to remind people to come back and purchase their abandoned items.

At the same time, you can also let them know that their items will stay in the shopping carts for a certain amount of time, say two weeks, in case they decide to come back and purchase them. Imagine a customer going back to your site after a day or two to finish the checkout, only to find out that all the items in the shopping cart are gone and that they have to put everything back in the cart.

You can also use an exit-intent popup when customers attempt to leave without purchasing. Give them a reason to complete the checkout process. Offer discounts, coupon codes, or some freebies.

Exit intent popup
This is one example of an exit-intent popup that offers a discount when one signs up for the newsletter.


The secrets to a highly converting shopping funnel

Identify leaks in your shopping funnel

Let’s visualize a real funnel and think about how it works. When you pour water into it, all of the liquid contents will be forced through the small hole of the funnel, right? In this metaphor, the water represents the potential customers. And if this is the case, then everyone will become customers. But as we all know, that’s not really true. 

Now, imagine there are tiny holes in your funnel. Water then starts leaking slowly and as you reach your destination, you’d probably be left with just a cup of water. Think now of how the water, or your potential customers, move through the shopping funnel. In most cases, only a handful of those who enter your funnel make it to the bottom. Along the way, there’s always an opportunity for water to escape through the holes. So the question is: Should you start going back to get more water, or should you spend time to repair the leaky funnel? 

The thing you need to constantly remind yourself of is that the funnel will always have holes. You’d fix one only to find out that there are two more new holes. If you can effectively plug the leaks as you spot them, the funnel will be more optimized. Don’t concentrate on getting more water, or sending more customers into the leaky funnel, instead, focus on ensuring that the funnel is in good working condition. It will require a lot of work and constant maintenance, but it will be worth it.

Test, test, test, and test again

A lot of work has been put into your shopping funnel, your content, and your UX. What’s next? It’s time to analyze the different metrics such as click and bounce rates, conversions, and website traffic at each stage of the shopping funnel. Multi-armed bandit experiments and A/B testing can help you identify any unanticipated obstacles. 

For example, you can run a test on your checkout page where users have two options: either click ‘Sign up today’ or click ‘Log in’. When you have the data to back up, you can test different variants, make necessary changes on images, copy, and CTAs, to see how these impact conversions. Set up tests and experiments to find out what’s good for your ecommerce store and start optimizing your product pages and checkout pages.

 

Continue to build, analyze, and optimize the shopping funnel

Although building an optimal checkout flow isn’t a one size fits all and there may be different solutions for each site, the principles are universal. Having a well-performing shopping funnel in ecommerce and in any industry is crucial to turn potential customers into loyal customers. 

Having a proper and well-structured shopping funnel is essential to any kind of website. Improving your overall site experience and shopping funnel is an ongoing process. You have to continuously analyze, change, and optimize it with smart strategies to give customers the best experience as they move closer to the end goal. 

At the same time, improve on your website personalization strategies and tactics to make sure that this holiday season is indeed the best time of the year. 

Download the personalization ebook for insights, examples, and practical tips for different industries, such as retail, media, and iGaming.

Recommended for you