Did you know that companies with omnichannel customer engagement strategies retain 89% of customers compared to just 33% for those with a weak omnichannel strategy? Furthermore, Google research claims that 42% of in-store shoppers search for information online while in-store.
Another extensive study by the Harvard Business Review studied the shopping behavior of just over 46,000 customers and focused on which channels they used and why. Here are the eye-opening findings of the survey for omnichannel customers:
73% use multiple channels and retailer’s touchpoints during their shopping journey – such as smartphone apps, in-store digital tools (think: interactive catalog, price-checker, tablets), in-store pick-ups, online websites, etc.They spend an average of 10% more online than single-channel customers.They conduct prior online research, leading to 13% greater in-store spending.They demonstrate greater loyalty. Within six months of a shopping experience, they logged 23% more repeat shopping trips and were more likely to recommend the brand to family and friends than those who used a single channel.
The writing is on the wall: Fusing the shopping experience across channels… Read More