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Relevant and Resonant: How Meaningful Shopper Relationships Power Retail Success

Transactional shopper relationships don’t cut it anymore. Leading brands lead with meaning — through values, personalization, loyalty, and service. In this webinar, Jamie Merrick, Head of Retail Insights at Salesforce and Guy Elliot, SVP for the UK, France, South Africa and the Middle East at Publicis Sapient, will share the stories behind these statistics:

  • 64% of shoppers say they feel retailers don’t truly know them: Personalisation is one of the most effective tools to fix this and drive revenue in the meantime: 6% of ecommerce visits include a product recommendation click, but that 6% of visits drive an outsized 37% of revenue.
  • Values and loyalty connect to consumers: Shoppers want experiences and products that connect to them as people — and they want to be rewarded for loyalty. In fact, 66% of shoppers are more likely to purchase if a retailer/brand has a loyalty program.
  • 45% of shoppers are more likely to buy if the retailer/brand gives a charitable donation with their purchase: In a thorough mystery shopping study of 70 stores, nine of the ten top performers had above-average scores in creating an emotional connection.

Is your brand crafting shopper relationships or forgettable transactions? Listen as a brand leader shares their own strategies for meaningful customer success.


Jamie Merrick

Director of Strategic Solutions

Salesforce Commerce Cloud

Jamie Merrick is the Director of Strategic Solutions at Salesforce Commerce Cloud. With over 15 years of retail industry experience, Jamie helps brands across EMEA, such as Jack Wills, CT Shirts and Deckers, use innovative technology to create personalised customer experiences. An expert in eCommerce, Jamie has worked at brands such as kitbag, Brora and most recently, American Golf.

Guy Elliott


Publicis Sapient

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