Omnichannel experiences have become essential for retailers as many consumers now expect a seamless shopping experience across multiple channels like e-commerce, mobile, in-store, and social media. Retailers face increasing pressure to provide consistent experiences for consumers regardless of which channel they use. A snapshot of customer expectations and trends shows that over one-third of consumers use two or more channels for purchases, many won't visit stores without online inventory data, and the majority are omnichannel shoppers.

1. Omnichannel Takes the Lead
Omnichannel 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