Targeting multichannel consumers isn’t merely a strategy for keeping pace with demographics; a multichannel shopper’s order tends to be 3 to 4 times larger than the average single channel shopper’s. So not only are a larger portion of customers frequenting multiple shopping venues, these multichannel shoppers account for an even larger proportion of the overall revenue pie.
Great customer experiences help you retain customers. Those experiences now happen at multiple touchpoints, including live or virtual transactions, in person, on the phone, or via email or chat. Customers want a personalized and immersive experience. They want to deal with personable agents who have relevant and accurate product information, and who can guide them through any transaction, no matter how complex.