Why should online stores and retailers care about omnichannel customer experiences?

December 16, 2022

A total of 63% of consumers expect personalized interactions and offers based on their past purchases.

The majority of consumers, 91%, will choose brands that recognize, remember and provide relevant offers and recommendations. They are also happy to share their data to enable a personalized experience.

It's not just about past purchases either. Shoppers want a single cart that they can access from their phone, computer or even in-store.

Omnichannel drives the bottom line.

Brands that offer a unified shopping experience win out over those that stick to one channel.

Omnichannel shoppers have a 30% higher lifetime value than those who only shop in one channel. Omnichannel marketing also increases engagement rate, purchase frequency, average order value (AOV) and customer retention rates.

The experience doesn't stop after the purchase.

The customer journey doesn't start with research and end with a completed payment.

Returns, refunds, exchanges, customer service interactions and ratings are all part of the experience. It makes customer service a key component of all channels.

Only 19% of customers receive a seamless consumer experience across platforms. It's an opportunity for brands to stand out through omnichannel customer service.

What are you waiting for? Take the next step in your omnichannel experience.

Damon Baca


Crossborderit (CBIT)