omnichannel retail: how effective is your program?

You know Omni-channel matters because most of your customers are omni-channel shoppers.

of shoppers who started researching purchases online went on to buy in-store.

of shoppers check product information via mobile while shopping in-store.~33%

88%

Medallia © 2014 Sources: KPMG, MIT

AND they spend MORE

Omni-channel customers spend 208% more than customers that shop in-store only.

208%

Medallia © 2014 Sources: Deloitte

In fact, omni-channel feedback connects journeys

Since most shoppers cross channels for purchases…

…their feedback encompasses the whole journey for a holistic view of CX.

Medallia © 2014

Research

Web In-Store Fulfillment Social

Recieeve Assistance

Purchase

RecieveItems

Returns/Exhange

Share my Opinion

And give a comprehensive view of the customer’s experience at each stage of the process

Pervent “first-time-right” at each stage of the installation journey

Sales

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Field Force

Network

Logistics

End-to-End Delivery

Medallia © 2014

So, are you measuring those experiences with each unique channel along the customer journey?

Medallia © 2014

ExperienceSocial

ExperienceIn-Store

ExperienceMobile

ExperienceWeb

ExperienceCall Center

And is your omni-channel program e�ective?Three questions to ask about your own business:

What are the key journeys in my business?

How can we get relevant feedback?

Who is accountable for taking action?

1

2

3

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Don’t have all the answers? It’s OK

We have a webinar on building an omni-channel retail program that can help.

It’s just one of many in a series that’s dedicated to helping leaders like you deliver experiences your customers love.

Medallia © 2014

How Leaders in Retail Deliver CX Excellence A four part series to inform, educate and advance your thinking

Part 1: Wire the EnterpriseHow connected retailers align their company with customer feedback from executives to the frontline.

Part 2: InnovateTurn insight into action - How innovation in retail can drive consistent results.

Part 3: GatherLeveraging mobile technologies to capture non-buyer and in-the-moment feedback.

Part 4: Omni-ChannelCreating a more unified brand experience.

Medallia © 2014