Just 29% of Retailers Recognize Customers Across Platforms: CommerceNext Survey
Retailers continue to struggle for access for complete customer data. A CommerceNext survey of ecommerce managers found that only web analytics (95%), behavior (89%) and email/SMS interactions (83%) are used by more than half the respondents. Underused sources include loyalty data (47%), point of sale purchases (44%), and customer service interactions (42%). An impressive 64% said they do incrementality testing but many fewer capture customer IDs (46%), do predictive scoring (25%) or attempt ID resolution (22%).