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

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

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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.

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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.

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Omnichannel drives the bottom line.

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

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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.

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The experience doesn't stop after the purchase.

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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.

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

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

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Damon Baca

Co-Founder

Crossborderit (CBIT)

www.crossborderit.com/IOSS