Customer Expectations: Smooth and seamless is the minimum.
Your customers are constantly presented with apps and platforms that are so intuitive that it feels like magic. Any friction and they’ll simply move on to a dozen other options.
And this isn’t the exception, it’s the norm. Over 70% of shoppers say they use multiple channels to purchase. That means your brand needs to be integrated and seamless across every platform.
It’s time to think beyond siloed platforms and isolated experiences. Successful thriving retailers know that customers don’t make the same distinctions that we do on the inside. They see every experience as an expression of one brand. This means we’re only as strong as our weakest link.
- Over 70% of shoppers use multiple channels before purchasing.
- Customers don’t see “digital” vs. “in-store”—they see one brand experience.
- Any point of friction becomes the weakest link that breaks loyalty.
Minyi Su, head of marketing at Bluemercury, put it well in an interview with eMarketer:
“We don’t see the difference between digital and store anymore,” she said. “That’s how loyalty becomes not just a sign up, but a premium experience with the brand.”
When personalized messaging combines across digital and in-store encounters, it results in retail interactions that build genuine loyalty and create ambassadors for your brand.
What Does It Take to Build Share-Worthy Customer Experiences?
It starts by having systems that are capable of being truly integrated—across inventory, POS, CRM, loyalty, and more—creating a true omnichannel experience. With that kind of system in place, you can do things like:
- Remote selling – give your teams mobile tools for personalized, experiential selling. Text-to-buy, clienteling, and more enable thoughtful offers and tailored follow-up.
- Mixed carts – give your customers a unified shopping cart across any platform. No matter when or what they want to buy, you’re ready and waiting.
- Enriched profiles – see a holistic view of every customer across store and online, including wishlists, history, and preferences, enabling smart recommendations on the fly.
- Omnichannel fulfillment – transform stores into distribution centers, enabling customized sales, product drops, and faster order fulfillment.
Seamless experiences start with a clear, connected view of your customers and unified control over inventory, orders, and payments. We believe your greatest innovations are yet to come, and we want to help you get there.