An Omnichannel Truce Between Online and Physical Retail
After all, we've all been frustrated by unhelpful retail conversations that we would sooner avoid.
2. Focusing on the long game — customer loyalty: When all channels act together to deliver the greatest rate of customer value, the whole business wins. This is the premise that the founders of Warby Parker acted on when they decided to open brick-and-mortar stores. It initially seems strange that a successful online retailer would take on the overhead and hassle of a physical store. Warby Parker's strategy of delivering a highly consultative purchase experience and shipping product to the customer's house at an additional cost shows not only a high rate of new customers, but also high purchase rates from the online channel after the initial sale.
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- Warby Parker