Seamless Customer Experience
Consumers are the driving force behind the integration of physical and digital sales channels. And the reason why can be summed up in few words – convenience and shopping experience. If consumers don’t get what they want in the store they easily switch to another retailers’ online or offline shop to conclude their transaction.
Many of them, especially users of ecommerce services, want to be able to roam between channels and enjoy a satisfying shopping experience in each. Today, customer want to access their preferred brands and retail outlets through all channels. The rewards for doing so are well worth the effort, because channel hoppers are extremely profitable customers for retailers. They purchase spontaneously and frequently. Multi-channel consumers spend 82% more per transaction than a customer who only shops in store, according to Deloitte.
In essence ensuring a consistent brand and shopping experience throughout all channels is key for successful retailers of today and tomorrow.