3 Strategies to Wow Your Customers with Omnichannel Experiences

By Larisa Bedgood

Omnichannel chart

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.

Image Source: the DMA

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

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