Today, omnichannel is so much broader than just the technology platform the customer uses for purchases - web, store, mobile, catalogue and so on. At its heart it is really about fulfillment - the customer's choice of fulfillment.
Customer service is an indisputably important factor when it comes to online retail. Good customer service can be the greatest sales asset a retailer can have, encouraging loyalty and word-of-mouth recommendations. But bad customer service cannot only see a particular sale lost in an instant, but long-term irreparable damage done to the brand.
Beacon marketing platform provider Swirl Networks found that few retailers are tailoring their messages successfully across in-store and digital platforms, but rather are pushing irrelevant content. In fact, only 25 percent of consumers say that brick-and-mortar retailers regularly demonstrate an understanding of their individual preferences.
Of the 74 percent of online American adults who are likely to purchase health and fitness technology in the next 12 months, one in three (35 percent) plan to buy a smart watch, according to the latest research from the Consumer Technology Association.
U.S. shoppers are likely to change their shopping habits if their favorite retailer experienced a data breach, according to a report by Vormetric and Wakefield, which specialize in data security solutions.
Retail sales may have been down in stores from Black Friday to Cyber Monday, but online experiences and retailers' ability to meet expectations were up, according to the DynamicAction Retail Holiday Index.