Thrive Market and Sephora Tie for Top Spot: Thrive Market Wins with an Insights-Driven Approach to Email and Mobile, While Sephora Excels with a Robust Connection Between Online and Offline Channels

Liveclicker, a CM Group brand and the leading personalized marketing automation technology provider for retailers and publishers, announced today the results of the 2022 Retail Personalization Index. Thrive Market, the health-first membership for conscious living, and Sephora, global beauty retailer, have tied for the top spot in the 5th annual analysis. Thrive Market earned high scores for its sophisticated mobile app and email experiences using a data-driven personalization strategy that enriches the entire customer experience. Sephora saw success for its highly orchestrated online and in-store personalization approach based on loyalty and experiential marketing. DSW earned the third spot for its personalized communications during a customer’s first interactions with the brand and an online shopping experience that mirrors the one in store.

With a combination of DTC start-ups and large brick-and-mortar companies at the forefront this year, top performers prove that every type of retailer can use the zero- and first-party data they collect to create highly successful personalization strategies that deliver more value for customers and higher returns for brands.

“Over the past two years, brands have had to focus on short-term gains, whereas consumers have increased their expectations for meaningful personalization both online and in store. That means there is now a lot of work to be done in order for brands to meet these new customer expectations and see successful revenue generation at the same time,” said Jason Grunberg, General Manager at Sailthru. “With more retailers turning to zero- and first-party data strategies to drive the future of marketing, it is more important than ever to create value-driven personalized engagement with customers to collect insights that offer continuously better experiences – and revenue opportunities – across every touchpoint.”

The top five scoring brands in the 2022 Retail Personalization Index are: 

“We are thrilled to have been crowned as a top performing brand in this year’s Retail Personalization Index. Personalization is integrated into our entire customer strategy, from the moment someone lands on our webpage, to our ongoing relationship on email and on our app. Our approach to personalization creates incredible value for our members – and drives strong performance for the business,” said Lindsay McGovern, Senior Director of CRM & Lifestyle at Thrive Market. “We see an accelerated first-to-purchase experience, stronger repeat purchase rates, and higher overall lifetime value.”

While Thrive Market dominated the mobile category with its highly intuitive app that is driven by past purchases and preferences, Sephora topped the website category with a robust loyalty-driven experience that makes the beauty retailer’s vast product catalog feel relevant to millions of customers — and seamlessly connects online experiences to in-store shopping. 

Email also proved to be a top performing channel for DTC and native digital brands, such as 1stDibs, Wayfair and Fashion Nova, which jumped from 69th in 2021 to 12th place in this year’s overall ranking. Ranked sixth, Fabletics scored highest in email for its advanced product filtering and curated product recommendations among many features. Thrive Market also earned high marks for its email approach, in which the brand delivers an experience that is immediately personalized from onboarding data and continues to integrate even more advanced personalization elements over time. The brand also includes a combination of newsletters and triggered content in its emails that help gather additional insights and drive more sales. 

Consumers are aware of the value exchange that drives personalization and favor brands that offer personalized experiences. A study commissioned by Coresight Research and Liveclicker as part of the 2022 Retail Personalization index, found that 71% of consumers will shop more often with brands or retailers that personalize their communications. While the vast majority (98%) of retail marketers use some form of advanced personalization, many are not delivering personalized experiences that live up to consumer expectations. While 71% of retailers think they excel in personalization in marketing, only 34% of consumers agree. It is critically important for retailers to develop more value-driven personalization that encourages true consumer engagement across channels and supports zero- and first-party data collection to support personalized marketing and commerce in the future. There is ample opportunity for retail brands who rise to the challenge, as 80% of consumers noted that they would share data in exchange for deals and offers, while 70% would share data for loyalty points.

About the 2022 Retail Personalization Index

A team of researchers calculated the scores of the Retail Personalization Index, which come from a checklist of 80 attributes that a retailer could implement to personalize and/or enhance a customer’s experience across site, email, mobile, other digital channels (which includes in-store, social, and traditional mail), offline, and privacy. The 2022 Retail Personalization Index also includes findings from three surveys: 

If you want to boost email engagement, one of the best ways is also becoming one of the easiest: add video.

Video and email are a match made in marketing heaven. Everybody uses email, and more consumers are watching videos online with each passing day.

If video is so great, why doesn’t everyone use it in their emails?

The relationship between email and video hasn’t always been a smooth or lovely experience. In the past, largely technical hurdles like incompatible email browsers and spotty bandwidth have kept these channels separated.

These tech limitations made video in email a hit-or-miss experience for many viewers. And that unreliability, coupled with a hazy ROI and lack of content and production time, also turned many email marketers off the video trend.

But today, technology is catching up with the public’s growing appetite for consuming video. And it’s doing so in a way that makes the value of video in email much more apparent and trackable. Now, all it takes is a few clicks to embed videos into email and analyze the results without a single line of code or concern about platform compatibility.

A few browser holdouts are keeping video from reaching its full email potential (we’re looking at you, Gmail), but every day more and more email environments are evolving to handle video. Apple’s native desktop and iOS email clients, for example, make embedded email videos possible in Outlook across every Mac device.

Why video is worth the effort

In short, people love it. Just putting “video” in your subject line can boost open rates by six percent or more. Not to mention increase click rates by 300% and reduce unsubscribes up to 26% too. 

Especially if you’re trying to capture the attention of highly coveted Gen Z and Millennial buyers. A 2020 survey found 88% of this group watch videos for entertainment, giving the brands that take advantage of this trend a unique opportunity to engage audiences across a variety of digital and social media channels like never before. 

The lesson here: If you want to increase engagement among your younger customers (or any follower, for that matter), add video. Besides expecting it, these active video consumers are much more likely to respond to interactive messages. So why not give them exactly what they want?

It’s not as pricey or complicated as you might think. Marketers spent less than $300 on average on video in 2020. Today, cost is no excuse. You can produce a high-quality video using just a smartphone and a good ring light. And that doesn’t include the dozens of free or low-cost video production tools you can use to edit emails like a pro. 

Video can amplify other advanced personalization tactics. Video is most successful when used strategically. Your embedded email videos can draw eyes to dynamic factors such as real-time content targeting by location, time of day, and more. Ensuring your customers never open an outdated offer or out-of-stock sale alert again.

2 emails that are winning with video

Add the human element: Room & Board features live video in many of its promotional emails. In the email example below, it brings a customer’s story to life with an on-demand interview that discusses their unique experiences and most helpful advice.

video and email
Image via MailCharts

Set the tone: Videos got many homebound tourists through a year without travel in 2020. And now, Regent Seven Seas Cruises is capitalizing on both the longing to get away in luxury and the need to feel safe by including video in its emails that takes viewers on an up-close,-personal tour of its newest ships.

video and email
Image via MailCharts

Ready for your closeup?

If you’re ready to add video into your email experience, check out our How to Embed Video in Email guide. You’ll learn the basics of DIY video embedding, different ways to use video, and how to effectively experiment with your emails to improve results.