How to Match Online and Offline Customers

About This Topic

When customers are registered separately in the online store (Shopify) and physical stores (POS), there is a need to identify them as the same person and integrate the data.

This is a challenge called "customer matching" or "identity resolution," and it is key to achieving omnichannel experiences.

Why Customer Matching is Necessary

Common Situations

Example: Taro Yamada (yamada@example.com) is registered in POS with member number 00001. When registering online today, a separate record is created as Shopify customer ID 12345.

Problems Without Matching

Basic Matching Approach

This Project's Approach

Fallback:

• Email doesn't match -> Treat as new customer
• Manual merge later is also possible

Reasons for adoption: Simple and reliable, easy to automate, no additional burden on customers

For Those Who Want to Learn More

Customer matching is explained in detail in three articles.

1. Matching Key Selection

Which information should be used as a key to match customers between two systems. Comparison and selection rationale for email addresses, phone numbers, names, etc.

-> Matching Key Selection

2. Address Data Normalization

Address formats differ between Shopify and POS, causing problems if stored as-is. Explanation of address normalization, particularly for Japanese addresses.

-> Address Data Normalization

3. Sync Error Recovery

How to handle cases where sync fails due to network issues or API rate limits.

-> Sync Error Recovery

Overall Matching Flow

Benefits of This Mechanism

For Customers

• Recognized as "the same person" across all channels
• Points are integrated, usable at both stores and online
• Receive appropriate recommendations based on purchase history

For Operations

• No duplicate customer data, easier management
• Ability to analyze purchase history across all channels
• Ability to execute effective marketing campaigns