A website displaying women's T-shirts in various colors and sizes, prices listed under each item. A chatbot window is open, offering assistance options like order tracking and store transfers.

What is Omni-Channel Retail?

How to give shoppers a seamless, consistent experience wherever they engage with your brand.

By Lauren Wallace

74 %
of customers expect to be able to do anything online that they can do in-person or by phone.
65 %
of customers expect companies to adapt to their changing needs/preferences.
104 %
YoY growth of orders generated from social
$ 1.2 trillion
Estimated social commerce opportunity by 2025

Omnichannel Retail FAQ

Omnichannel retail is a strategy where customers can shop through multiple physical and digital channels in a seamless way. The key is a consistent and integrated experience, where customer information is retained as they move between a website, app, or physical store.

Omnichannel retail integrates all channels to create a single, unified experience for the customer. In contrast, multichannel retail operates its channels separately, often in silos. Omnichannel focuses on the customer experience, while multichannel focuses on the brand's presence across different platforms.

An integrated experience is crucial because consumers expect speed, personalization, and convenience. A disconnected experience is a major source of frustration for shoppers. By integrating all channels, retailers can provide a seamless journey that meets these expectations and builds customer loyalty.

Omnichannel retail provides a seamless and consistent shopping experience across all channels, from online to in-store. This integrated approach builds customer loyalty by meeting their demands for speed, personalization, and convenience. By retaining customer information across platforms, businesses can provide a more connected and efficient journey, ultimately leading to greater customer satisfaction and retention.

An omnichannel experience includes a customer starting an order on a mobile app and finishing it on a desktop computer. Another example is a customer checking inventory online and then picking up the item in a physical store. These scenarios demonstrate the seamless transition between channels.

An omnichannel strategy can improve business operations by providing a unified view of customer interactions and sales data. This helps retailers manage inventory more efficiently and personalize marketing campaigns. The integration of channels reduces operational silos and improves overall productivity.