A true omnichannel experience

26 Jun A true omnichannel experience

A true omnichannel experience– one that integrates a retailer’s online, in-store, mobile and social presences– is essential to nurturing an intimate connection with customers and differentiating brands from the competition. Consumers want engagement across the physical and digital segments.

According to a recent Forrester Consulting survey, 71% of shoppers expect to view in-store inventory online, and 50% expect the option to purchase an item online and pick it up from a nearby retail location.4 But most retailers are lagging behind the curve. Only a third of retailers in the Forrester study had even implemented basic services like cross-channel inventory visibility and store-based fulfillment. Retailers who continue to ignore the omnichannel opportunity threaten to alienate a significant chunk of the consumer population. Thirty-nine percent of survey respondents said they are unlikely or very unlikely to visit a retail store if its e-commerce site does not offer physical store inventory data.