Omnichannel engagement strategies retain an average of 89% of their customers
As we moved online, our expectation of customer service and digital experiences has been heightened. Data shows the strongest omnichannel engagement strategies (where customers can move between different channels and get a cohesive experience), retain an average of 89% of their customers in comparison to 33% of companies with weaker strategies. Brick-and-mortar stores are becoming an increasingly important part of e-commerce. This comes as consumers are looking for more convenient ways to receive their online purchases. While 54% of consumers who shopped online during the pandemic received deliveries through traditional shipping, 28% received goods through local delivery, 23% picked up their items at a store or kerbside, and 21% did so at a pickup-points. We know a seamless experience between channels drives spend, and is of course contingent on compelling content – but we are also seeing a growing consumer demand for this, coupled with a willingness to pay a premium for it.