Creating A Seamless Omnichannel Experience For Retention

Grateful to be featured in the "Shoptalk Hot Takes" interview by Blenheim Chalcot and ClickZ.com alongside George Looker to unpack omnichannel commerce. 5 key takeaways and tactics from my conversation: 1. Design for Customer Continuity, Not Just Channel Expansion 💡 71% of customers expect brands to personalize interactions across every touchpoint. Tactical: Map out customer journey across channels, then design experiences that recognize and reward continuity—cart persistence, loyalty rewards, browsing history sync, etc. 2. Build the Infrastructure: Unify Data Streams Across All Touchpoints 🧠 Data fragmentation = missed opportunity Tactical: Integrate POS, e-commerce, mobile, social, and marketplace data into a centralized data lake or unified commerce platform. 3. Establish a Single Source of Truth for Customer Profiles 🔍 Brands with unified profiles see up to 2x better campaign performance. Tactical: Implement Customer Data Platforms (CDPs) to consolidate behavioral, transactional, and engagement data into unified customer profiles. 4. Partner Strategically for Scale, Not Just Stack ⚙️ A bloated tech stack doesn’t equal agility As I noted, Retailers are getting sharper about which partners can scale with them. Ecosystem efficiency matters more than ever. Tactical Step: Audit your tech stack and partnerships consistently. Prioritize partners that offer extensibility, future-proofing, and proven omnichannel success. 5. Measure What Matters: Unified KPIs Across Commerce 📈 You can’t optimize what you don’t measure holistically Tactical: Align your analytics stack to report holistically across channels—tie marketing to merchandising, CX to LTV, and inventory to revenue. 🧠 Bottom line: think holistically, move strategically, and build ecosystems that scale experience with agility, not just transactions. Complete list in comment 👇 #ecommerce #omnichannel #unifiedcommerce

Many brands think they have an omnichannel strategy… But what they really have is multichannel. Here’s the difference (and why it matters): 👉 𝗠𝘂𝗹𝘁𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 = Separate touchpoints that run in parallel. Each channel works on its own website, store, email, social — but they’re disconnected. 👉 𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 = A unified ecosystem where data, experiences, and interactions flow seamlessly between channels. It’s one continuous journey, not fragmented steps. Why should you care? 🔹 𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝘀𝗵𝗼𝗽𝗽𝗲𝗿𝘀 𝘀𝗽𝗲𝗻𝗱 𝗺𝗼𝗿𝗲. 4% more in-store, 10% more online, and their lifetime value is 30% higher than single-channel customers. 🔹 𝗕𝗿𝗮𝗻𝗱𝘀 𝘄𝗶𝘁𝗵 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀 𝗿𝗲𝘁𝗮𝗶𝗻 𝗯𝗲𝘁𝘁𝗲𝗿. 89% customer retention rates, vs. 33% for companies with inconsistent touchpoints. 🔹 𝗠𝗶𝗱-𝗺𝗮𝗿𝗸𝗲𝘁 𝗰𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗵𝗮𝘃𝗲 𝗮 𝗰𝗼𝗺𝗽𝗲𝘁𝗶𝘁𝗶𝘃𝗲 𝗲𝗱𝗴𝗲. They can build cohesive systems faster than enterprise giants bogged down by complex infrastructure. It’s not just about being present on multiple platforms anymore. It’s about orchestrating every interaction, so the customer feels recognized — wherever they engage. 💡 Imagine this: - A customer researches online → visits the store → gets a personalized follow-up email reflecting both interactions. - They’re recognized by the system across all channels, from web to mobile to in-person. That’s not the future. It’s what winning brands are doing today. So the question is — are you still running multichannel… or are you ready to embrace 𝗼𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹? P.S. If you found this helpful, consider resharing ♻️ — someone in your network might need to hear this too. --------------------- I'm Raoul Didisheim Pain Points I solve: ⦿ You need your new brand to get noticed. ⦿ You need to update your online presence to regain lost market share. ⦿ Your exit strategy is solid, but your online presence requires polishing to maximize the sale price. 𝗟𝗲𝘁'𝘀 𝘁𝗮𝗹𝗸 𝗮𝗯𝗼𝘂𝘁 𝗴𝗿𝗼𝘄𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀