Why omnichannel? - Benjamin Bellwether

Why omnichannel?

According to Marketing Week…

6

The average number of touch points a consumer uses when buying a product.

According to Zendesk…

87%

of consumers think brands need to put more effort into providing a seamless experience.

According to SDL…

90%

of consumers expect consistent interactions across the channels that they shop in.

According to Aberdeen Group and Aspect Software, companies who have strong omnichannel strategies retain an average of 89% of their customers and see 91% greater customer retention rates year-over-year.

Customers shopping over multiple channels are also  spending more money – about 30% over their lifetime, according to research by Google.

Top performing companies have aligned the efforts of all of their customer touchpoints to create a unified shopping experience that is both seamless and frictionless.

To stay relevant…

…look at the experience from the perspective of your customer. Are you providing a personalized experience where they want it? Are they getting what they need? What they want? Are you using the experience to lead the customer through a process to make a purchase?