3 OmniChannel Trends to Watch


The retail omnichannel world continues to evolve at a rapid pace. Strategies that were deemed revolutionary in 2017 are now thought of as old news. Advances that were made in early 2018 are being replaced with newer ideas and processes. The expectation within the retail world is for even bolder changes and breakthroughs as 2019 approaches. Let’s take a look at some of the trends we are continuing to monitor as 2018 to a close.
Mobile:
The next time you are at a mall, retail store or specialty store, look around at how many people are on their phones. Of course a few people could be checking Facebook or sending a text, but many people are choosing to enhance their shopping experience by engaging with the specific retailers mobile apps or in store programs. 71% of in-store shoppers who use smartphones for research say that their device has been more important to their in-store experience.
Customer Experience:
Customer experience is quickly becoming a top priority for businesses and is quickly becoming the most important differentiator between competitors. Customer loyalty is shifting from being product based to experience based. If you visit a Warby Parker store in Miami, you will be able to see and snap pictures on top of their floors that are painted like swimming pools, which give the visual effect that you are floating on water. People are coming for the picture and staying to shop for a pair of sunglasses. A recent customer survey by SuperOffice, stated that 86% of customers would pay more for a better customer experience.
Click and Collect:
Click and collect combines online shopping with real-life transactions. This newer shopping model allows customers to buy online and pick up in store at a nearby location. This service has been gaining ground in the e-commerce sector thanks to the high levels of convenience it offers, as it gives customers complete control over the receiving process and eliminates shipping costs and potential long delivery time. The elimination of delivery processes and convenience of returning the order to the store it was picked up in place more control in the customer’s hands. A hidden benefit for retailers is the ability to better manage the customer’s experience, upselling of additional products and efficient handling of returns. Target has made a big shift to click and collect shopping, just in time for the holiday season. What are some additional emerging omnichannel trends you feel will breakout in the next few months? Leave us your thoughts in the comments section.  

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