Did you know that companies with omnichannel customer engagement strategies retain on average 89% of their customers? This is compared to a 33% customer retention rates for companies with weak omnichannel strategies. (Invesp)
What exactly does it mean to be omnichannel?
According to Wikipedia, omnichannel uses a variety of channels in a customer’s shopping experience including research before a purchase. Such channels include stores, online stores, mobile stores, mobile app stores, telephone sales and any other method of transacting with a customer.
Whatis.com defines omnichannel as a multichannel approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store.
How do consumers shop across channels?
Here are 14 statistics that give further insights into the shopping behaviors of today’s typical consumer:
1. 98% of Americans switch between devices in the same day. (Google Research)
2. 15 years ago the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch-points with nearly 50% regularly using more than four. (Marketing Week)
3. Over 35% of customers expect to be able to contact the same customer service representative on any channel. (Zendesk)
4. 64% of customers expect to receive real-time assistance regardless of the customer service channel they use. (Zendesk)
5. 61% of customers have not been able to easily switch from one channel to another when interacting with customer service. (Aspect)
6. 90% of customers expect consistent interactions across channels. (SDL)
7. 71% of shoppers who use smartphones for research in-store say that it’s become an important part of the experience. (Google)
8. Omnichannel shoppers have a 30% higher lifetime value than those who shop using only one channel. (Google)
9. 45% of shoppers expect in-store expect sales associates to be knowledgeable about online-only products. (Forrester)
10. 71% of shoppers agree that it is important or very important to be able to view inventory information for in-store products. (Forrester)
11. 50% of shoppers expect that they will be able to make a purchase online and pick up in-store. (Forrester)
12. 39% of consumers are unlikely or very unlikely to visit a retailer’s store if the online store does not provide physical store inventory information. (Forrester)
13. 56% of consumers have used their mobile device to research products at home with 38% having used their mobile device to check inventory availability while on their way to a store and 34% who have used their mobile device to research products while in a store. (Forrester)
14. 27% of consumers would be very likely to leave and visit another retailer’s store if a product is out of stock with 21% stating they would buy online from Go to the full article.
Source:: Business 2 Community