We define omnichannel as "a multi-channel sales tactic that provides shoppers with seamless experiences online (across all devices and networks) and in-store."

Now, we'll look at the key elements contributing to making an omnichannel experience successful. All omnichannel experiences should be: 

1. Consistent

The modern consumer is likely to hit every single one of a retailer's touch points during their path to purchase. They'll research online to read customer reviews, check out social media to see what their peers say and make an in-store visit to try something out or on.

A consumer expects the same experience, service and information across every interaction. They'll likely abandon their shopping cart if they run into a barrier and their expectations are not met. 51% of customers expect a retailer's product offering to be the same across all channels, and 57% expect all online and offline touchpoints to be consistent.

2. Convenient

The modern consumer has no time to waste. They want what they want when they want it. An omnichannel experience should accommodate this behaviour to keep a consumer's attention (and their business) because they're not going to go out of their way to make up for what a retailer lacks.

Have you ever been disappointed that a retailer doesn't have all or any of their inventory on their website? You're not alone. Over 70% of consumers expect to see the in-store list online.

Additionally, over 50% of consumers expect a convenient purchasing/exchange process is seamlessly transitioning online and offline. They want to complete purchases online and pick up or exchange them in-store.

3. Personal

Great omnichannel experiences are tailored to the buying preferences of individual consumers. Consumers want real-time interaction best suited to their browsing habits and transaction history. This means, as an example, websites that dynamically change to display relevant "You may also like" sections on product pages.

Look to retailer Aritzia for inspiration. Stylists personally email online shoppers with recommendations based on their past purchases. It's a nice personal touch that matches the in-store service that sales associates treat to shoppers.

Nearly 60% of consumers are willing to share personal details, like measurement and size, with retailers to receive a shopping experience tailored precisely to them. 

4. Empowering

Omnichannel strategies should be centred around your consumers. Find out what information they want and need to make purchasing decisions. Make all that info available from every (or the most relevant) touchpoint. In doing this, you create trust and a loyal customer base (for most retailers, 80% of revenue comes from 20% of their loyal customer base).

Consumers are likely using their phones to research options (reading product specs and reviews on your website, conversations on social media) when looking for a product. They're probably looking up info while they're walking through your store. They shouldn't have to work hard to find exactly what they're looking for on your website. So, make all info easy to find across all devices.

5. Socially Savvy

More than 80% of consumers are more willing to research and evaluate products from brands they follow on social media. And in today's market, over half of all customer service questions and issues are started on Facebook, Twitter, etc. Retailers must be on social media to help consumers make buying decisions and field questions or complaints (hopefully complements). It provides an easy and direct line to consumers that they expect when they need to reach out for any reason.