Top Omnichannel Tips of 2017
"We’re really promoting convenience. Our click-and-collect offering allows consumers to place a purchase on Roots.com and pick it up at one of our stores within four hours. That takes the uncertainty out of your purchase, wondering whether your product will be available for you when you get to a store, as well as ensures you have a quick and speedy experience while you’re there."
James Connell, Roots Canada, “Roots Canada Goes Airborne to Find New Customers,” Total Retail Talks, Episode 76
"Tomorrow’s retail winners will be those that can redefine their customer strategy, understand how to re-engage their target customers and translate that strategy into a coherent, integrated, seamless omnichannel operation. These retailers will have a clear understanding of their customers’ wants and intentions, and will architect an operating model that leverages all the possible connection points to share ideas relevant to their customers in an effort to build brand relevance and long-term loyalty."
Michael Witty, Information Services Group, “New Social Trends and Digital Technologies Have Raised the Stakes for Customer Experience,” Total Retail Report, March 8
"Be flexible with delivery and return options. Sixty percent of online shoppers prefer to return items to a store. Offer a wide range of delivery options to minimize the hassle of returns, including next-day delivery, changing delivery post-order, in-store returns and customized delivery dates."
Stefan Weitz, Radial, “Competing With Amazon is Like Outrunning an Aircraft: Time for Plan B,” Total Retail Report, July 12