Malcolm Pinkerton’s Post

The role and influence of technology in the shopper journey has expanded. Retailers need to prioritize investments and ensure every part of the business is omni-enabled, or else risk losing relevance and market share to those already meeting the needs of omnichannel shoppers. New research from Kantar and Google explores three key actions retailers can take today to fast-track impact: https://ow.ly/kc2o50R3yE1

For over a decade, “omnichannel” has been a buzzword but despite its growing importance, many retailers still haven't fully adapted to current shopping behaviors.   We recently partnered with Google on a massive study to better understand the current state of omnichannel shopping and the impact of online and offline touchpoints on shoppers' experiences and choices.   By developing strategies to best meet the needs of omnichannel shoppers, retailers can reap great rewards. Check out our report below, to understand three ways to fast-track impact as a retailer in 2024.

Focusing on omnichannel shoppers benefits the retailer, building both top and bottom line impact. Our recent research in partnership with Google found that: 🤑 Omnichannel shoppers spend 73% more on average than non-omnichannel shoppers 🛍️ 28% of omnichannel shoppers buy more than anticipated 💁♀️Omnichannel shoppers are more than 2x as likely to recommend a retailer to others Learn how to make an impact with #omnichannel shoppers in our latest report: https://ow.ly/2hgp50R3Anq

52% of in-store shoppers have had at least one online touchpoint, while 42% of purchases made online involve at least one offline interaction. Yet many retailers continue to view online and brick-and-mortar efforts separately. Today's retailers need to embrace an #omnichannel strategy and meet shoppers where they are. Download this custom research from Kantar and Google to learn how to win with today's connected, omnichannel shopper: https://ow.ly/CGYP50QWGGZ

Best example of omnichannel retail excellence. Single team responsible for end-to-end omnichannel strategy design and delivery. Definitely the way forward by breaking 'offline', 'online' siloes. Love this : “We’ve buried the old approach, which was to look at conversion. Conversion is just an output of multiple actions and plans and strategies to improve sales. So now we only look at the customer; at customer engagement, at customer value, at purchase value, and returning customers”.

Omnichannel Success is all about Customer-Centricity, Personalization… and a hard working, exciting Retail Value Proposition. SEPHORA and its approach to Omnichannel and personalization - This is the topic we discussed in this interview in the InternetRetailing RetailX Global Beauty 2024 Report (thank you Emma Herrod and Ian Jindal !) https://lnkd.in/gWSN5yr4 I would love to hear your thoughts! #CustomerFirst  #RetailStrategy  #Personalization  #BeautyTech #personalisation #omnichannel  #retail

Omnichannel shopping has evolved from a buzzword to a natural behavior for consumers, seamlessly blending digital and physical worlds. Yet, many retailers still treat online and offline as separate channels. What can help businesses create experiences that meet shoppers where they are? #Retail #Omnichannel #CX https://lnkd.in/eQhArdPt

A few key insights on the evolving landscape of omnichannel retail strategies from ShipStation CEO Al Ko: 1. Retailers are now prioritizing seamless customer journeys, emphasizing frictionless experiences at every touchpoint, and going beyond just connecting via online and offline channels. 2. #AI is playing a pivotal role in retail transformation, enabling personalized experiences and proactive engagement. AI-powered tools like chatbots are reshaping product discovery and customer interactions. 3. Delivery and returns are critical components of successful omnichannel strategies. Fast, cost-effective delivery, along with flexible return options, build trust and drive repeat business. Transparent communication during these processes is key to maintaining customer satisfaction. Read more about how the post-purchase experience drives #omnichannel retail success in the insightful Forbes article shared below. https://lnkd.in/gZMAV79r

Nearly three in four grocery customers now shop online at least some of the time. Omnichannel shoppers spend 1.5 times more per month than single-channel shoppers and are three times more loyal than digital-only customers. #cpg #grocery #omnichannel #retail

A recent report has found that omnichannel retailing driven by a more personalised understanding of the consumer and their emotional connection with the shopping journey is critical for differentiation. https://lnkd.in/dSpMGxsA | The Hive Group #bizpressoffice