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Omnichannel Retailing: How to Boost Your Customer Experience

Published Date
Author Madeline Boehmer

In nearly every aspect of our lives now, we demand instant gratification. The same rings true when we are shopping. So much so that companies like Amazon are centering their entire model around convenience – two day Prime delivery, two hour PrimeNow delivery, Amazon stores, and now, there’s even talk of Amazon drones. Since it’s not feasible for all companies to have this direct of service (at least for now) many companies are turning their focus to creating successful omnichannel strategies as a way to boost their customer satisfaction. In fact, WorldPay recently highlighted that omnichannel shoppers spend between 50-300% more than single channel shoppers, making them an increasingly valuable demographic for retailers.

This survey also revealed that:

  • 80% of smartphone shoppers use their mobile in-store to help with shopping
  • More than 50% of purchase are now influenced by digital information
  • 39% of retailers use in-store signage to convert customers to digital
  • 67% of consumers start shopping on one device and finish on another
  • 63% of shoppers use multiple channels when making orders (ie: view in-store, buy online or view online, buy in-store)

So what does all of this mean for retail in 2017?

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