Retail Recovery After COVID-19 Hinges on Creating the Ideal Omnichannel Experience

A graphic image of a woman doing retail transactions on mobile

If COVID-19 has demonstrated anything for the retail industry, it’s clear that customer loyalty always gives way to ease and convenience – especially as more people shop online. In fact, 89% of customers will switch brands if a retail company lost their personal data.

Consider these stats from the latest SOTI research, From Bricks to Clicks: State of Mobility in Retail 2021 Report:

  • 45% of global consumers say if delivery or pick-up of an item is more than two days, they will look elsewhere to get it.

  • 47% say they want the ability to collect any item they buy online from a brick and mortar store, preferably on the same day.

When it’s safe to return to in-store shopping, retailers must bring the convenience and choice customers enjoy in the digital world into the physical one. The big question is how.

How can retail technology create exceptional ominichannel experiences?

Find out in your free copy of From Bricks to Clicks: State of Mobility in Retail 2021 Report

How Technology Integrates Offline and Online Retail Channels

Customers want to feel like retailers know them personally in three ways:

  • The experience: How does a customer feel about interacting with a retailer?

  • The transaction: Can customers pay for and receive products in a way that makes sense for them?

  • The information: Are customers able to learn everything they need to know about the product they are interested in?

If all the above are positive, the retailer will most likely enjoy ongoing loyalty from the customer.

Online, this can be accomplished through options like one-click repeat ordering, timely offers based on previous purchases, recommended upsells based on personal preferences, and one-click automated returns.

Retailers can also use intelligent mobile engagement to drive traffic to brick and mortar locations. Then, they can create an integrated experience using the customer’s intimate relationship with their smartphone.

Learn How to Create the Ideal Omnichannel Experience for Your Customers

Inside your copy of From Bricks to Clicks: State of Mobility in Retail 2021 Report, you’ll hear consumers from around the world share how retailers can use technology to create the personalized offline and online shopping experience they want.

The report also provides unique insights into technology solutions retailers can adopt now, even during the COVID-19 pandemic.

It’s a must-read report for any retailer looking to strengthen existing relationships or cultivate new ones with their customers.