Omnichannel Takes the LeadOmnichannel experiences are a must-have for retailers as consumers increasingly expect a seamless shopping experience. Using more than one channel (e-commerce, mobile, in-store, social media) to shop has become the norm for many consumers and the pressure is on retailers to provide a consistent experience across channels. This infographic provides a snapshot look at customer expectations and the growth of omnichannel experiences.

FEBRUARY 2015: OMNICHANNEL

One-third of consumers had used two or more distinct

channels during a recent purchase. —Deloitte

39% of consumers are unlikely to visit a retailer’s store if the online store doesn’t provide physical store inventory information.—Forrester

59% of consumers said that shipping costs are their biggest consideration when buying online. —Forrester

42% of consumers see the potential benefit of sharing their location via GPS with retailers, but only 28% are willing to do so, even with a trusted retailer. —IBM

41% in 2014 said it’s important that store associates

offer personalized promotions based on their purchase history

or preferences, compared to 36% in 2013 —IBM

More than two-thirds of shoppers can be considered omnichannel consumers.—PWC

By Elizabeth Elliott and Lorri Cosentino