What Is a Unified Customer Profile? How to Create One

The need for unified customer profiles has never been more urgent. Data protection laws are tightening, and the world is approaching a cookieless future. This makes it harder than ever to build meaningful connections with customers and offer the personalized experiences that they crave.

A unified customer profile is the modern day solution to this challenge. It’s a single view of each shopper that combines first-party data from your ecommerce store, POS system, marketing campaigns, and more, so you can create more personalized interactions at every point of contact. In fact, our data shows that brands using unified customer profiles have seen up to a 20% increase in order value on average.

Ahead, you’ll learn the basics of unified customer profiles and how to create them with Shopify.

What is a unified customer profile?

In omnichannel retail, shoppers move between online and offline touchpoints seamlessly. They visit brick-and-mortar locations, browse online catalogs, engage with social media promotions, and more. A unified customer profile is a single, holistic record that brings all this data into one place.

Unified profiles show you information for a single customer, including purchase history, behavioral data, preferences, and loyalty status. This way, every interaction they have with your brand can be recognized and addressed in a personalized way.

Traditional customer profiles often live in siloed systems: one database for your ecommerce website, another for your POS system, and yet another for email marketing. This disconnect leads to:

• Incomplete or outdated customer data
• Fragmented shopping experience
• Inefficient retail operations

Shopify approaches unified customer profiles in a truly connected way. Instead of scattering data across disjointed systems, Shopify’s platform centralizes and synchronizes information from:

• Ecommerce storefronts: Orders, abandoned carts, wish lists, browsing behaviors.
• Retail POS systems : In-store transactions, returns, and loyalty redemptions.
• Partner integrations: Email marketing platforms, customer relationship management (CRM) systems, and third-party analytics tools.
• Inventory and fulfillment: Stock levels, order statuses, and shipping updates, so you can see what customers bought and when.

By automatically routing data from these sources into a single view, you gain full visibility into each customer’s journey and can deliver seamless, personalized experiences—no matter how or where the customer shops.

Why unified commerce matters

Operational efficiency

A unified commerce strategy is the core of a comprehensive customer profile. It allows you to collect data and create a single source of truth for each customer that can be referenced anywhere. For example, store associates can instantly see recent online orders, while marketers can quickly act on in-store behavior.

EY’s POS Market Report shows that unifying workflows with Shopify POS saves the equivalent of 0.4 full-time employees per store. It frees teams to focus on higher-value tasks, like personalized service, instead of getting bogged down in manual administrative work.

Cost savings

Bringing all data into one platform also lowers total cost of ownership (TCO). By removing the need for middleware, retailers using Shopify POS report a 22% lower TCO, keeping them from paying for multiple databases and redundant software just to maintain a single customer view. In fact, middleware maintenance can be slashed by up to 60%.

Shopify’s unified approach to data management leads to a substantial decrease in the time technical resources spend on maintenance, eliminating the need for middleware by up to 60%.

Components of a unified customer profile

A unified customer profile is like a 360-degree snapshot of each shopper. Below are the key components that make up this complete view.

Shopping behavior across channels

Everywhere your customers browse and buy—whether it’s your online storefront, mobile app, or physical retail location—feeds into the unified customer profile. You’ll capture customer insights such as:

• Page views and on-site searches (online store)
• App usage and features accessed (mobile app)
• In-store purchases and returns (POS)

This information helps you pinpoint each customer’s favorite channels and tailor engagement accordingly. For example, if a customer has previously returned an item in-store, you can reference the unified profile and know not to recommend the same item again.

Customer service interactions

Your support staff or chatbot might interact with customers across email, phone, live chat, and social media. Logging these interactions into the unified profile reveals:

• Common questions or concerns
• Past tickets, resolutions, and CSAT (customer satisfaction) scores
• Escalation histories or special notes on VIP customers

By seeing all support history in one place, your service teams can quickly understand each shopper’s context and resolve issues efficiently. If someone’s previously complained about long delivery times when using a ship-to-home service, for example, recommend your expedited shipping option to cater to their pain point.

Marketing engagement data

Marketing data spans everything from opened emails to clicks on social ads. Consolidating these metrics in the customer profile helps you:

• Track which campaigns or messages catch a customer’s attention
• Gauge which channels (email, SMS, social media) are most effective
• Refine future promotions based on individual preferences

If you’re running Shop Campaigns to attract or re-engage shoppers, those ad impressions and conversions feed right back into each customer’s record. You can see which campaigns led to an actual purchase and optimize your spend accordingly.

Combined with the frictionless checkout offered by Shop Pay, you’ll capture more leads at the moment they convert and get real-time visibility into marketing performance.

Purchase history and preferences

A robust purchase record enables personalized upsells, product recommendations, and targeted restock alerts that match each customer’s buying habits using data such as:

• Past orders
• Product categories frequently purchased
• Average order value (AOV)
• Preferred payment or shipping methods

Say, for example, that the unified customer profile shows the shopper has bought three pairs of sneakers in-store—all of which are bright and colorful. Retail associates might steer clear of your neutral options, or upsell a more colorful shoelace option, when assisting them on their next purchase.

Loyalty program participation

If you have a loyalty program or a VIP rewards system, collecting this data in a unified customer profile provides clarity on:

• Reward points or tier status
• Lifetime value (LTV) within the program
• Redemption rates for special offers

💡 Tip: Combine loyalty metrics with purchase history to maximize the impact of your rewards program. For instance, if you use a dedicated solution like the Marsello app for Shopify, you can automatically track points, redemptions, and tier statuses alongside each shopper’s order history on your POS dashboard.

Custom fields

Not every brand’s data needs fit neatly into preset fields. Sometimes, you have specialized details unique to your products or store operations.

In Shopify, these are called metafields. By creating custom metafield definitions, you can capture anything from a product’s burn time to an item’s color swatch or expiration date. Whether you’re adding a "launch date" attribute or extra product care instructions, these fields flow back into the unified profile, so your team has instant access to the context they need.

Other examples might include:

• Style preferences (for fashion or beauty retailers)
• Dietary restrictions (for food or supplement brands)
• Personal notes (e.g., birthdays, anniversaries)
• Event attendance (for retailers hosting workshops or pop-ups)

💡If you need help with setting up your metafields or connecting them to your operation, hire a Shopify Partner .

Why is a unified customer profile important?

Enhanced personalization across touchpoints

By unifying real time data from online and offline channels, brands can deliver product recommendations, marketing messages, and loyalty offers that speak directly to each customer’s preferences. In fact, EY’s POS Market Report shows that unified commerce can boost annual GMV by up to 8.9%, thanks to more relevant and seamless shopping experiences.

Improved customer service efficiency

When every customer interaction is stored in one place, staff no longer waste time juggling multiple systems. They can focus on what matters most: the customer. Faster resolution times lead to happier customers and lower operational costs—like Tomlinson’s, who saw a 56% reduction in checkout times after implementing Shopify POS.

More effective marketing campaigns

A single source of customer truth makes it easier to segment audiences accurately and run targeted campaigns. Bared Footwear reports that by consolidating sales channels with Shopify, they avoided complex integrations and could "re-invest where it matters", like delighting customers with impeccable products, exceptional service, and brand-building initiatives.

Higher customer lifetime value

When every loyalty point, product preference, and marketing touchpoint lives in one unified profile, you can anticipate shoppers’ needs before they do.

Brands using Shopify POS have reported omnichannel GMV growth of 150% year-over-year, an indication that deeper, data-informed engagement drives more frequent and higher-value purchases.

Real-world applications of unified customer profiles

Local store and online integration

Connecting your online and offline stores lets customers move between them. For example, Shopify POS automatically syncs with your online store, so inventory levels stay accurate across all locations. Features like buy online, pickup in-store (BOPIS) and ship-to-customer let customers start their journey online and complete it in-store—or vice versa.

A good example is Jenni Kayne, which unified its ecommerce and retail operations with Shopify. Sales associates can instantly check stock, place orders for out-of-store items, and retrieve unified customer profiles. Every step of the experience feels consistent, whether customers discover products online or visit a brick-and-mortar location.

Personalized shopping experiences across channels

When every store visit or click enriches the same customer profile, you can tailor recommendations and offers where shoppers go. Staff don’t have to guess what a customer wants. Instead, they can refer to the data and make recommendations that resonate.

Tecovas, a Western-wear retailer with 30+ stores, shows how data sharing between online and offline channels can improve the customer experience. Known for its "radical hospitality", the brand leverages a unified profile, so staff instantly see past purchases, loyalty status, and preferences whether customers walk into a Texas storefront or browse online. This helps Tecovas provide a personal touch in every customer interaction.

👉 Read Tecovas’ story .

Targeted marketing automation

Unified profiles ensure each message hits the right audience segment at the right time. Marketing teams can trigger campaigns that match real behaviors—like sending an exclusive offer to someone who recently browsed boots online but didn’t buy, or nudging them about a new style that complements their past purchases.

Some helpful tools for smarter marketing include:

• Shopify Audiences to create super-targeted advertising lists
• Partnering with influencers through Shopify Collabs
• Building customer groups for personalized campaigns with Shopify’s segmentation tools

Inventory management informed by customer behavior

Unified customer profiles show what’s hot and where—whether online, at a specific local shop, or across an entire region. This helps retailers optimize warehouse distributions, plan timely restocks, and avoid tying up capital in slow-moving inventory.

Omnichannel retailers like Astrid & Miyu use Shopify Flow to automate inventory tasks and improve efficiency. The brand sets up triggers for new orders and inventory adjustments, eliminating manual handoffs and gaining real-time oversight of operations. This helps them consistently deliver a personalized shopping experience, whether a customer is browsing online or buying jewelry in any of their 23 global locations.

Customer service enhancement

Unified profiles empower support agents or store staff to see order histories, loyalty balances, and any open issues at a glance. They don’t need to bounce between systems or ask customers to repeat themselves. Fast, informed responses foster trust and create a truly welcoming environment online or in-store.

Build better relationships with customers on Shopify

Brands that want to delight customers with personalized experiences need a unified core customer model as their foundation. Shopify has built exactly that—one data model that brings together all your browsing, purchasing, and order data across every selling channel. This unified system works with any app in your marketing stack—whether it's built by Shopify, third-party solutions like Klaviyo or Meta, or custom-built tools. Everything works from the same customer data model while respecting privacy preferences. This unified foundation enables world-class checkout, personalized shopping pages, targeted outreach, and cost-effective customer acquisition.

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