New Research Finds More Than Half of Retailers Missing Opportunities to Connect Online, Offline Experiences

A new study released today by global interactive marketing provider ExactTarget (NYSE:ET) found more than half of America’s fastest growing retailers are missing opportunities to connect online and offline shopping experiences.

Based on in-store and online purchases from retailers on the National Retail Federation’s STORES® 2011 Hot 100 Retail Report, ExactTarget’s Retail Touchpoints Exposed research found only 44 percent of brick and mortar stores connect with shoppers post-purchase via email and of those only five percent personalize emails based on in-store purchase.

The latest in ExactTarget’s SUBSCRIBERS, FANS and FOLLOWERS research series, the study tracked and analyzed brands’ engagement for 30 days post purchase across email, mobile, Twitter, Facebook, Pinterest and YouTube.

Key findings include:

  • In-Store (of the 95 of Hot 100 retailers with physical stores)
    • 44 percent sought email opt-in at point of purchase
    • 8 percent used in-store signage to promote their Twitter and Facebook communities
    • 2 percent used in-store signage to promote email or text message engagement
    • 2 percent offered digital copies of receipts via email
  • Online (of the 72 of the Hot 100 retailers with ecommerce sites)
    • 51 percent saw fans answer customer questions on Facebook before the brand itself
    • 22 percent send cart abandonment emails
    • 21 percent personalize emails after online purchase

To download the complimentary researchvisit

“Retail Touchpoints Exposed shines a spotlight on the missed opportunities that even the fastest growing retailers experience as consumer continue to interact across online and offline channels,” said Tim Kopp, ExactTarget’s chief marketing officer. “This new research provides retailers – and all online marketers – insight into opportunities to optimize touchpoints to build the most engaged and loyal subscribers, fans and followers.”

Nearly 70 percent of consumers have made a purchase based on an email marketing message, according to ExactTarget’s recent 2012 Channel Preference Survey. The survey of nearly 1,500 consumers also found nearly a third (32 percent) of teens (ages 15-17) have made a purchase after receiving a marketing message on Facebook. To download the research, click here.

About ExactTarget

ExactTarget is a leading global provider of email marketing and cross-channel interactive marketing software-as-a-service solutions that empower organizations of all sizes to communicate with their customers through email, mobile, social media and websites. ExactTarget’s powerful suite of integrated applications enable marketers to plan, automate, deliver and optimize data-driven interactive marketing and real-time communications to drive customer engagement, increase sales and improve return on marketing investment. Headquartered in Indianapolis, Indiana with offices across North America and in Europe, South America and Australia, ExactTarget trades on the New York Stock Exchange under the ticker symbol “ET.” For more information, visit


Media Contacts:
Kari Brownsberger (Finn Partners)
[email protected]
Mitch Frazier (ExactTarget)
[email protected]