In a time when market tensions are high and household budgets are tight, retaining customers is all about the details: a seamless, tailored shopping journey, personalized support, and bespoke promotions. According to our recent survey, What’s Killing Conversions for Enterprise Retailers?, that’s what it takes for 33% of US shoppers to feel more connected to a brand – and more likely to return. How can you optimize your eCommerce personalization strategy to take customer loyalty to the next level?
Shoppers Want to Be Seen, Not Sorted
Today’s consumers crave relevance, and they’re not afraid to show it. When asked what makes an online experience actually worth their time (and money), here’s what stood out:
- 33% want product recommendations that feel made for them.
- 34% say personalized customer support seals the deal.
- 34% value loyalty perks tailored to their behavior.
It’s evident: The fastest way to a shopper’s heart (and cart) is through thoughtful eCommerce personalization that adds real value to their shopping experience.
Want the full breakdown by generation, channel, and touchpoint? Download the full US Shopper Survey for free and see how your brand measures up.
One Size Still Fits… Absolutely No One
If you thought only Gen Z expects curated, custom shopping journeys are a top priority for Gen Z consumers. Nearly half (43%) crave hyper-personalized product suggestions, leading all age groups. And Millennials aren’t far behind at 39%.
Regardless of specific features, eCommerce personalization resonates with everyone, from digital natives to seasoned shoppers. People respond to experiences that feel tailored, relevant, and respectful of their preferences.
Even privacy-conscious customers are willing to share data if it leads to better deals or smoother shopping. When done right, eCommerce personalization feels less like a marketing strategy and more like a service.
How Effective Is Your Personalization Strategy?
You might not spot it immediately, but your customers definitely do. Here’s how to know if your personalization strategy needs a revamp:
- “Because you liked…” carousels showing out-of-stock or irrelevant items
- One-size-fits-all emails sent to everyone, regardless of their browsing history
- Help desk replies that ignore past purchases or open tickets
- Chatbots that only answer FAQs
If that feels uncomfortably familiar, you’re not imagining it. In addition to US shoppers feeling more connected to brands offering personalized support, 43% of Gen Z say it’s tailored product recommendations that keep them coming back.
Shoppers don’t want to feel like just another click. They expect product suggestions that feel organic, support that knows their history, and emails that reflect what they actually care about.
Download the full US Shopper Survey: What’s Killing Conversions for Enterprise Brands? to understand what strengthens loyalty and reduces churn, backed by real shopper insights.
eCom Personalization Done Right
Not sure if your storefront’s equipped to handle consumers’ personalization expectations? The best eCommerce platforms enable you to facilitate:
Smarter Recommendations, Not Just “You Might Also Like”
AI-powered merchandising that adapts to behavior, context, and intent counters generic carousels and helps surface products that shoppers actually want to see. There are also AI eCommerce tools that explore techniques such as predictive sorting and bundling by relevance.
Content That Shifts With The Shopper
Set up dynamic content with tailored headlines, visuals, or promos based on location, browsing behavior, or cart value. A first-time visitor shouldn’t see the same offer as a power user, and now they don’t have to.
Support That Skips The Awkward Small Talk
Context-aware chat and service mean no one has to repeat their issue three times. With full journey data at their fingertips, your agents (and bots) can resolve issues quickly.
Subscriptions That Stick
When subscriptions feel rigid, shoppers tune out. Models that let them choose frequency, swap products, or unlock perks tend to hold attention longer. One approach that explores this kind of flexibility is personalized eCommerce subscriptions, where personalization becomes part of the customer engagement strategy.
Offer Tailored Experiences That Convert
There are no two ways about it: generic experiences push shoppers away. Personalized support, relevant recommendations, and tailored perks make the difference between a one-time buyer and a returning customer. The 2025 US Shopper Survey shows exactly where expectations are rising – and where brands are falling short. Can your brand counter the symptoms?
Get the complete 2025 US Shopper Survey: US Shopper Survey: What’s Killing Conversions for Enterprise Brands? – and find out how to cure it.