Omnichannel experiences have become essential for retailers as many consumers now expect a seamless shopping experience across multiple channels like e-commerce, mobile, in-store, and social media. Retailers face increasing pressure to provide consistent experiences for consumers regardless of which channel they use. A snapshot of customer expectations and trends shows that over one-third of consumers use two or more channels for purchases, many won't visit stores without online inventory data, and the majority are omnichannel shoppers.
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Infographic: Omnichannel Takes the Lead
1. Omnichannel Takes the Lead
Omnichannel experiences are a must-have for retailers as consumers increasingly expect a
seamless shopping experience. Using more than one channel (e-commerce, mobile, in-store,
social media) to shop has become the norm for many consumers and the pressure is on
retailers to provide a consistent experience across channels. This infographic provides a
snapshot look at customer expectations and the growth of omnichannel experiences.
FEBRUARY 2015: OMNICHANNEL
One-third of
consumers had used
two or more distinct
channels during a
recent purchase. —Deloitte
39% of consumers are
unlikely to visit a retailer’s
store if the online store
doesn’t provide physical
store inventory
information.—Forrester
59% of consumers said that shipping costs
are their biggest consideration when
buying online. —Forrester
42% of consumers see the
potential benefit of sharing
their location via GPS with
retailers, but only 28% are
willing to do so, even with
a trusted retailer. —IBM
41% in 2014 said it’s
important that store associates
offer personalized promotions
based on their purchase history
or preferences, compared to
36% in 2013 —IBM
More than two-thirds
of shoppers can be considered
omnichannel consumers.—PWC
By Elizabeth Elliott and Lorri Cosentino