With the emergence of prominent technologies and consumer centric strategies, incorporating omni-channel engagement principles has been a growing practice in many companies.
Today, customers use multiple platforms to fulfill their shopping experiences. From smartphones to desktop to in person purchasing, it has become all about catering to the customer’s unique needs.
Omni-channel is a strategy that allows your customers to access your product or service seamlessly, and receive a consistent experience wherever or whenever they prefer to connect. With ease of use in mind, it’s a simple step to encourage customer loyalty.
In addition, it’s proven to be greatly successful, whether you are a small business or a large enterprise. In order to help you better understand the importance of delivering an omni-channel experience, and current impact, here are some key statistics you should consider:
- 55% of companies have no cross-channel strategy in place. Source: The CMO Club
- 72% of adults prefer communication with companies digitally. Source: MarketingSherpa
- Today, consumers use an average of almost six touch-points – with nearly 50% regularly using more than four. Source:Marketing Week
- 71% of shoppers who use smartphones for research in-store say that it’s become an important part of the experience. Source: Google
- 62% of consumers who engage their favorite brands on 10+ channels make weekly purchases. Source:Marketing Land
- 86% of shoppers are regularly channel-hopping across at least two channels. Source: CommerceHub
- Businesses that adopt omni-channel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Source: Aspect Software
- Campaigns integrating 4 or more digital channels will outperform single or dual-channel campaigns by 300%. Source: Gartner Research
- Companies with extremely strong omni-channel customer engagement see a 9.5% year-over-year increase in annual revenue, compared to 3.4% for weak omni-channel companies. Similarly, strong omni-channel companies see a 7.5% year-over-year decrease in cost per contact, compared to a 0.2% year-over-year decrease for weak companies. Source: Aberdeen Group
- Omni-channel shoppers have a 30% higher lifetime value than those who shop using only one channel. Source: Google
- By 2020, the demand for an omni-channel customer experience will be amplified by the need for nearly perfect execution. Source: PricewaterhouseCoopers
With the rise of multi-channel and multi-device interactions, an omni-channel strategy is a growing tactic that your business should consider adopting. By integrating an omni-channel strategy, you not only open up the door for new customers but you can also encourage current customer loyalty.