Enhance Customer Joy at Checkout: In Conversation with Libby Rodney, Chief Strategy Officer at The Harris Poll
Last week, Libby Rodney, Chief Strategy Officer at the Harris Poll, and Michael Rochon, VP of Client Success at Rokt, unleashed revolutionary insights that are rewriting the rules of online shopping. The old, transactional model is history. Today’s digital marketplace delivers a joy-driven experience at every click.
From transaction to entertainment
Libby highlighted a definitive shift in consumer behavior. People are deliberately stepping away from the exhausting cycle of doom scrolling and social media fatigue to embrace online shopping as a source of entertainment. Seventy percent of consumers—particularly Gen Z and millennials—actively seek out online shopping opportunities and enjoy the thrill of discovery as a positive escape from everyday challenges.
The joy of checkout
Research demonstrates that 73 percent of consumers experience genuine joy during checkout, and 52 percent identify the purchase confirmation page as the most exciting part of their shopping journey. The checkout is no longer a drop-off point; it has become a defining moment of celebration. A joyful checkout experience drives repeat business, with four in ten consumers more likely to return to a brand that consistently delivers this moment of delight.
Relevance powered by AI
Consumers expect artificial intelligence to enhance their shopping journey. 48 percent anticipate AI-driven personalization every day, and when delivered correctly, 79 percent of consumers respond enthusiastically to relevant, timely offers. Conversely, 62 percent abandon their cart when faced with irrelevant messaging. This data mandates that brands integrate AI to provide hyper-personalized experiences that meet consumer expectations without compromise.
Key takeaways for businesses
The research sends a clear mandate: brands must amplify the moments of joy throughout the online shopping experience. By investing in hyper-personalized, relevant interactions—especially at checkout—businesses secure not only immediate sales but also long-term customer loyalty. This strategy transforms every transaction into an opportunity to strengthen the brand-consumer relationship.
Check out more of the findings from our commissioned report with The Harris Poll here.