Omnichannel customers who can shop seamlessly across different channels like online, in-store, and mobile have a 30% higher lifetime value than customers who only use one channel. Most shoppers expect a unified experience where they can view inventory online, buy online and pickup in store, and make returns through different channels. Providing personalized experiences across channels can increase sales as 40% of consumers buy more from retailers that do so.

1. Omnichannel customers have a 30% higher lifetime value than
customers who shop using only one channel.
Unify Shopper Experiences Across Channels
Smart
Devices
Digital
Boards
Digital
Kiosks
Source: Think with Google

2. 87%of shoppers think retailers
should provide more seamless
experiences across channels.
Source: Zendesk

3. 89%
of customers want to be
able to shop using the
most convenient channel
at the time.
Source: Certona

4. 50% 71%
47%51%
Shoppers expect to
view in-store
inventory online.
Customers want to
buy online and pick
up in the store.
Shoppers want the
same product offering
across channels.
People want to purchase
through one channel and
return through another.
Sources:
Hybris
2Community
Punch Tab Insights
Accenture

5. 40%
of consumers buy
more from retailers
who personalize the
shopping experience
across channels.
Source: Monetate

6. 61%
want to easily switch
channels when
interacting with
customer service.
Source: Aspect

7. More Channels = More Money
89%.
Companies with an
omnichannel engagement
strategy have a customer
retention rate of
Source: Aberdeen Group

8. of retailers are behind the
curve technologically and
can’t meet the needs of their
omnichannel shoppers.
Source: Certona

9. Accelerate your
digital in-store
strategy with Cisco.
Outline onboarding
process and
capabilities.
Enable guest
Wi-Fi.
Gain insights into
the shopping
behaviors of
customers.
Establish pilot and
define drivers
of success.
Organizational
adoption of value-
added services.
Identify the
greatest
opportunities and
threats.
How Do You Get There?

10. There’s never been a better time to…
www.cisco.com/go/retail