Focus on omnichannel retail strategy bolsters customer loyalty
In the digital age, consumers expect more from retailers online, in-store and via mobile, making an omnichannel approach a major boon to improving services. Having a streamlined retail technology setup will attract customers, especially the younger crowd, and help bring in more sales and repeat shoppers.
Omnichannel strategies allow consumers to seamlessly take their shopping experience from one platform to the next, and 84 percent of retailers believe this is key to create a consistent experience for shoppers, according to TeleTech. Many of the consumers who fall in line with this sentiment are in their 30s and younger. A recent survey of retail customer trends conducted by Retail Pro International and Merchant Warehouse revealed that 53 percent of millennials prefer seamless shopping experiences across multiple channels.
Combining various channels – computers, smartphones, tablets and brick-and-mortar stores – streamlines marketing and sales. This allows customers to research a product on their smartphones, see it in person at a store and then make a purchase from their computer without any gaps in service. Marketing Interactive reported that more shoppers are using brick-and-mortar locations more like showrooms so they can "try before they buy" in person before deciding to purchase it.
