Online retailers: How’s your omnichannel customer experience these days?
If you’re struggling with this integrative approach to online retailing, this Forrester report is one you’ll definitely want to read.
Many leading retailers have gotten really good at offering customers multiple options for viewing and ordering products. Some of these sellers still stick to the BOPIS model (buy online, pick up in store). Others have moved on to endless aisle and BORIS (buy online, return in store). Still more are moving on to Where to Buy and comprehensive fulfillment strategies.
This means customers aren’t simply growing accustomed to omnichannel fulfillment services. They’ve come to expect it. According to Forrester research, many consumers are looking beyond same-day and next-day deliveries. More than half (55%) also want to have orders delivered within scheduled time slots, and nearly 40% are driven by an appetite to save time and money to leverage curbside and in-store pickups.
Bottom line: The omnichannel customer experience is maturing — and your program must, too.
However, in the rush to get onboard, many programs are falling short. Brands and retailers that launch omnichannel fulfillment programs in haste may later find themselves facing costly issues.
In this free report, Forrester examines the current state of omnichannel offerings and provides an action plan for creating a customer experience that’s both effective and long-lasting. Download it to learn:
- The #1 reason customers choose omnichannel services — and what you should do to meet expectations
- Commonly-overlooked problems that can jeopardize omnichannel success
- The 7 omnichannel categories you need to measure