The integration of digital into our everyday lives means that there are multiple channels for consumers to interact with retail brands; online from a desktop, mobile or tablet, by telephone or in physical brick and mortal store. The results of our Retail Salary Survey 2017, showed that 10% of surveyed retailers were not making the most of this and were strictly single-channel entities. The majority (83%) of the businesses in our survey are multi-channel but only 60% have an omni-channel strategy. An effective omni-channel strategy provides the consumer with an integrated and seamless shopping experience. There is clearly room for improvement in the effectiveness of these strategies with only 19% considered to be working very well. Looking towards the future, retailers must meet customers’ expectations of a seamless experience across channels including social, digital and physical.
Our Retail Salary Survey – Multi-Channel vs Omni-Channel Insights
