Omnichannel Retail Strategies

One of the biggest takeaways I spotted from Intuit Mailchimp’s analysis of the 2024 holiday shopping season is that the new year is ripe with new opportunities to drive loyalty. Here’s why → 64% of orders from Mailchimp customers with connected stores came from new customers during Cyber Weekend 2024. That's a huge opportunity to grow your loyal customer base! And research we produced with Canvas8 tells us that the best kept secret to driving loyalty is actually grounded in science. Our Loyalty Wheel reveals 4 key drivers of loyalty: 1. Reward: Our brains love rewards. Create a sense of reciprocity by offering exclusive deals, personalized discounts, or early access to new products. 2. Memory: Make it easy for customers to remember (and repeat!) positive experiences with your brand. Design a frictionless customer journey, offer subscriptions for frequently purchased items, and send well-timed reminders. 3. Emotion: Foster an emotional connection that goes beyond transactional exchanges. Align your brand with causes your customers care about, share authentic stories, and build a sense of community. 4. Social Interaction: Encourage customers to share their love for your brand with friends and family. Create opportunities for user-generated content, run refer-a-friend programs, or host exclusive events. And here's how to put it all into action: 🎉 Surprise and delight: Gift your customers with unexpected rewards. And just not generic discounts. Offer exclusive experiences or partner with like-minded brands to create unique offers. 🛝 Streamline every touchpoint: Remove friction in the customer journey with automation. From browsing to purchasing to post-purchase support, make it easy and enjoyable to do business with your brand. 🎯 Prioritize personalization: Craft your messaging and build authentic connections. Use data and AI analysis to understand your customers' values and preferences and use those insights to create content that resonates. 🤗 Give VIP treatment: Make your customers feel like VIPs. Give them early access to new products, invite them to exclusive events, or feature them on your social media channels. Download Mailchimp and Canvas8’s The Science of Loyalty and The Strategic Loyalty Playbook for a deep dive into the science, complete with actionable strategies and inspiring examples: https://bit.ly/49FJayO Make 2025 the year of the loyal customer. You got this.

If more of your store sales start on TikTok lately, you might wanna read this. 𝘛𝘩𝘦 𝘴𝘢𝘭𝘦 𝘪𝘴 𝘥𝘦𝘤𝘪𝘥𝘦𝘥 𝘣𝘦𝘧𝘰𝘳𝘦 𝘺𝘰𝘶𝘳 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘦𝘷𝘦𝘯 𝘦𝘯𝘵𝘦𝘳𝘴 𝘺𝘰𝘶𝘳 𝘴𝘵𝘰𝘳𝘦. The checkout happens in-store. But the sale happens everywhere else. Here's the reality: This year 60%+, and in 2027, 70% of retail sales will be digitally influenced. I can't emphasize this enough; here's what most brands miss—digital influence isn't just about online sales. It's about shaping every moment before the customer even walks into your store. L'Oréal cracked this code: 100M+ AR try-on sessions driving real conversions. 31 brands orchestrating seamless experiences across 72 countries. No.1 in beauty influencer marketing (29% market share), 20-80% higher conversion rates through enhanced digital experiences. The new customer journey isn't linear—it's layered: - They discover you on social - Research you through reviews and UGC - Try your product virtually through AR - Get retargeted with personalized content - Finally purchase in-store (feeling confident they're making the right choice) Every touchpoint matters, and every interaction influences the final decision. The brands winning today aren't just selling products—they're orchestrating experiences across owned, paid, and earned media that guide customers from curiosity to checkout. Digital discovery is increasingly pay-to-play and shoppers are paying attention. ++ Tactical Recommendations for CPG / FMCG Brands ++ 1. Beyond just having perfect, high SOV product pages, create discovery ecosystems. - Optimize for "zero-moment-of-truth" searches. - Activate shoppable content at scale. - Leverage user-generated content as social proof. Brands that do these see a 35% higher conversion rate from digital touchpoints to in-store purchases. 2. Connect digital engagement directly to retail execution. - Geo-target digital campaigns to drive foot traffic - Create "store-specific" digital content CPG brands using geo-targeted social ads see a 23% higher in-store sales lift in targeted markets. 3. Most important one; stop flying blind—measure digital influence on offline sales. - Implement unique promo codes for each digital touchpoint to track conversion paths. - Use customer surveys at point of purchase. - Partner with retailers on shared data insights Brands with proper attribution see 15-25% improvement in marketing ROI within 12 months. 𝗧𝗼 𝗮𝗰𝗰𝗲𝘀𝘀 𝗮𝗹𝗹 𝗼𝘂𝗿 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗳𝗼𝗹𝗹𝗼𝘄 ecommert® 𝗮𝗻𝗱 𝗷𝗼𝗶𝗻 𝟭𝟰,𝟲𝟬𝟬+ 𝗖𝗣𝗚, 𝗿𝗲𝘁𝗮𝗶𝗹, 𝗮𝗻𝗱 𝗠𝗮𝗿𝗧𝗲𝗰𝗵 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀 𝘄𝗵𝗼 𝘀𝘂𝗯𝘀𝗰𝗿𝗶𝗯𝗲𝗱 𝘁𝗼 𝗲𝗰𝗼𝗺𝗺𝗲𝗿𝘁® : 𝗖𝗣𝗚 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗚𝗿𝗼𝘄𝘁𝗵 𝗻𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿. #CPG #FMCG #AI #ecommerce Procter & Gamble PepsiCo Unilever The Coca-Cola Company Nestlé Mondelēz International Kraft Heinz Ferrero Mars Colgate-Palmolive Henkel Bayer Haleon Kenvue The HEINEKEN Company Carlsberg Group Philips Samsung Electronics Panasonic North America

Traditional marketing gets you traditional results. The future of marketing? It's personality-led with creators. The $250B creator economy is disrupting traditional marketing. And influencer marketing is more than an "awareness" play. Creators now impact every stage of the buyer journey. In the past, companies controlled the narrative. But today? People tune into people. Creators are leading now. They are the new publishers. Think about a simplified buyer journey: 1) Awareness Creators introduce products to their engaged audiences 2) Consideration People trust creators for authentic reviews and comparisons 3) Purchase People buy in 1-click from social checkout through creators To win today? Brands need to rethink the buyer journey with creators throughout: → Activate creators to showcase your products at every stage → Leverage creator reviews & testimonials as social proof → Enable frictionless social checkout Think about influencer marketing not just as a "tactic." But as your "always on" strategy to build trust. One-off "top of funnel" creator campaigns are over. The most successful brands are thinking bigger. Partnering with creators at every stage. That's how you build fans for life. Not just one-time buyers.

How can retailers activate in-store experiences that can scale efficiently and measure incremental impact? 🤝 In-store media requires cross-functional collaboration across marketing, merchandising, and retail media teams. Merchant alignment is essential to ensure in-store media supports broader category goals, promotions, and pricing strategies. However, fragmentation between teams often leads to inconsistent execution. 💰 High upfront investment in digital screens, infrastructure, and maintenance makes scalability a challenge. Retailers must balance technology costs with expected ROI. Additionally, ensuring planogram compliance and optimizing store layouts for maximum visibility and shopper impact requires coordination across teams. 📊 In-store media success is evaluated through POS data, sales lift analysis, customer sentiment surveys, and match market tests. These methods help brands understand the impact on purchasing behavior, optimize budgets, and refine in-store strategies. 🐢 Crawl Phase: Retailers should pilot technologies, gather initial data, and build a scalable business model while training teams and refining measurement approaches. Early-stage collaboration with merchants ensures that in-store media aligns with overall store operations and merchandising priorities. 🚶 Walk Phase: Use data insights to optimize content, improve store-level targeting, and scale successful pilots. Refining planograms and integrating in-store media with category management strategies help maximize effectiveness. Introduce advanced features like interactive displays, mobile integration, and AI-driven recommendations to enhance engagement. 🏃 Run Phase: Fully integrate online and in-store strategies to create seamless in-store experiences that can measure omnichannel impact. Collaborate closely with merchants, store operations, and category managers to ensure store layouts, promotions, and digital touchpoints work together.

Had an insightful conversation over the weekend with a colleague about a common pitfall in CX programs: relying solely on surveys and ignoring other valuable insights. Here are some key takeaways: Ease of Implementation Surveys are easy to deploy and manage, providing quantifiable data that’s simple to analyze. This makes them an attractive option for many organizations, especially those with limited resources. Tradition and Comfort Many companies stick to surveys because it’s what they’ve always done. Changing this entrenched practice can be challenging, especially if the leadership team prefers traditional methods. Resource Constraints Surveys can be cost-effective, making them appealing for smaller organizations that may not have the budget for more sophisticated tools. Organizational Silos Feedback often gets trapped within departmental silos, preventing insights from being shared and acted upon. Lack of Ownership Without clear ownership of the feedback loop, survey results can end up being ignored. It’s crucial to have designated teams responsible for analyzing feedback and driving action. Inadequate Analytics Capabilities Many companies lack the analytical capabilities - people and tech - to turn survey data into meaningful insights. Cultural Resistance Taking action on feedback requires change, which can be met with resistance. Companies need a culture of continuous improvement to effectively address feedback. Short-Term Focus Organizations sometimes prioritize short-term gains over long-term improvements, leading to reluctance in making significant changes based on feedback. Here is where we ended in terms of actions to take: 1. Integrate Multiple Data Sources: Combine survey data with digital analytics, social listening, and customer journey mapping for a comprehensive view of the customer experience. 2. Foster a Customer-Centric Culture: Encourage leadership commitment, employee training, and recognition programs that reward customer-centric behavior. 3. Invest in Analytics: Enhance analytics capabilities to turn data into actionable insights. 4. Close the Feedback Loop: Implement a closed-loop feedback system and communicate changes to customers. 5. Design Thinking and Customer Co-Creation: Use design thinking methodologies to deeply understand customer needs and co-create solutions. 6. Cross-Functional Collaboration: Promote collaboration across departments to discuss feedback and develop action plans. 7. Measure Impact and Iterate: Continuously measure the impact of changes and iterate to improve further. What are you doing to get out of the CX-as-a-survey (CXaaS) trap? #customerexperience #cx #surveys #analytics #designthinking #customercentric

Last month, Storylane drove over 700,000+ impressions through influencer marketing. And at the start of the year, I had no idea how to make this channel perform consistently. I had no playbook, no proven process, and no ideas. So, I experimented. A lot. And while we’re still figuring it out, here’s what I’ve learned so far: 1. Smaller creators are outperforming larger ones for us Smaller creators often produce better, more authentic content. They’re typically more affordable, work harder, and deliver results with a hyper-focused audience. Larger influencers charge a premium, and the content often feels average. Exceptions exist, but they’re rare. 2. Build a curated influencer portfolio. There are more great influencers out there than your budget can handle. Start small, experiment, and refine a curated portfolio of creators who align with your goals, budget, and audience. This takes trial and error, so don’t rush it. Your “go-to” influencers will emerge over time. 3. Three months is enough to evaluate an influencer. In three months, you’ll know if the partnership is worth continuing. It’s enough time to assess content quality, audience engagement, and impact. 4. Set up clear contracts with influencers Include everything in writing: - Who owns the content? - Can you run ads with it? - Will they engage with your posts? - How many posts will they deliver? Clarity now saves confusion later. 5. Influencer costs vary... a lot. Pricing is all over the place, but here's a starting point. For this platform, expect $500–$2,000 per post for influencers with fewer than 100K followers. Bigger names might quote $5K or more. The highest I’ve seen is $650k per post (no joke). Decide what’s worth it based on your goals and their audience quality. 6. Influencer onboarding matters. Hop on a 1:1 call to align. Share your knowledge, past successes, and internal data. Learn their creative process and set expectations. The better you collaborate upfront, the smoother the partnership. 7. Influencer program management is a full-time job. I tried juggling this alongside my other responsibilities, and it’s a lot. Between sourcing, contracts, payments, content review, and feedback, the workload multiplies with every creator. Bring in outside help if you can afford it or upskill someone internally. 8. Give creators creative freedom. Over-controlling a creator’s content kills authenticity. Work closely on the brief to give them all the context they need, but let their voice shine through. The results are far better when they feel trusted. 9. Ethics build trust (with influencers and your buyers) Always disclose influencer partnerships (FTC compliance isn’t optional). I see a lot of brands and creators not disclose these partnerships (on LinkedIn, in private communities, Slack groups etc.) and it's WRONG. Don't trick your buyers. Be honest. We’re still learning, but this channel is showing promise, and I plan to scale it further in 2025.

shifting how we viewed digital took chubbies from an 8-figure, negative-profit ecommerce store to a 9-figure, profitable omnichannel brand as a digital-first brand believing DTC was the future, this was a tectonic shift we wish we realized it sooner...would have saved many a sleepless night so you don’t make the same mistakes we did, here’s 1) the mistakes 2) 3 lessons 3) 3 actions you can take today let's do it *the mistakes* at chubbies we built our ecommerce business to 8 figures of revenue before we really understood the role of digital for consumer brands for the first few years, we were fully bought into the ecommerce revolution we thought the role of digital was to offer a convenient place to purchase items you love without the hassle of going to a retail store we thought online retailers were competitors we wanted to own the transaction for brand control and support our ability to measure LTV: CAC since DR, discounts, ROAS and revenue mattered most at the time then we almost went out of business *3 lessons* 1) digital is not for transactions, it's for connections as we deconstructed our business to find scalable profitable growth, we realized the internet’s true value to brands it was not just a vehicle for transactions the value of the internet to consumer brands was that the internet had become the house of brand the internet became where consumers connect with brands across social networks, mailing lists, websites, etc the internet was the place consumers share their thoughts and emotions towards brands freely and openly in a way that billions of people could consume the internet was where consumers learned about their favorite brands, diving into the story and purpose our realization was that this basket of digital behaviors towards our brand was our brand 2) the best way to see the impact of brand was by being omnichannel truth be told, we couldn't make brand work the way we needed it to when DTC only only later did we learn that the measurable impact of "brand marketing" was far higher when we started to be available more broadly in retail compared to being DTC only ...but we had to get into retail (and show up the way we wanted) to make this possible 3) leaning into number 1 ALSO generated the retail demand that made number 2 possible (something we didn't fully realize the value of at the time) *3 actions you can take today* 1) take a hard look at the assumptions driving your view of digital DTC are they still correct? do they need to be reassessed? given where you are as a brand, what's the right strategic view for YOU 2) if the connection vs transaction view resonates, vet your internal capabilities to see if they match what's needed to build those connections put simply, do you have an internal content machine? 3) broaden the definition of 'customer' add the retail buyer into your filter when thinking about how to maximize desire for your brand hope this helps 

Nik Sharma might be the 🐐 of influencer marketing. Here are 18 of my favorite lessons from Nik on the power of influencer marketing + the right way to approach it as a brand: 1. By partnering with influencers, brands are able to integrate their products into a relevant community with a high conversion rate at a relatively low cost. 2. Fans expect influencers to promote products they care about. 3. Most influencers only want to work with brands that they believe in and promote products on their social channels that they would use. 4. More than 41% of consumers get more interested in a brand when they partner with a celebrity or influencer they love. 5. Traditional brands follow this template: Select the influencers. Give them free products + discount code. Pay them for a sponsored post. This approach is purely transactional and sets up the influencer marketing campaign for failure. 6. The goal of influencer marketing shouldn't be to pay them for sponsored content. Instead, you should develop a meaningful relationship that is beneficial for both parties. 7. Successful influencer partnerships are based on trust—not reach. 8. If brands are so focused on their return on investment, they can overlook the value social media influencers provide. 9. The best influencer marketing campaigns are multi-faceted. 10. Successful influencer marketing campaigns build brand loyalty, decrease customer acquisition costs, and enable marketers to track influencer-driven impact on a performance level. 11. By forging a relationship with the influencers you’re working with, they’re more likely to post about your brand without you even having to ask. This content is more native than the old-fashioned branded content with #ad front-in-center in the copy. 12. You need to find influencers with audiences that is closely aligned with your target market. 13. Find influencers who believe in your product. If they don’t, the content they create won’t resonate. 14. Offer to provide your product to the influencer to test before they have to commit. 15. When you work with an influencer that truly believes in your brand and appreciates your product, the content that they create is gold. 16. Don’t solely focus on the number of followers they have or their content, but rather, pick influencers that have a high engagement rate and have values, goals, and ethics that align with your brand. 17. Brands that treat influencers as partners as opposed to paid marketing channels will see the value in their campaigns. To take this approach, brands need to work collaboratively and focus on long-term gains rather than short-term revenue. 18. By selecting the right influencers, crafting your pitch, and maximizing your success, you’ll get more out of the partnership than a one-time increase in sales. You’ll get an entirely new audience to work with and an ambassador that’s sharing your product in effective, engaging ways. #influencermarketing #niksharma #marketing

This is the most underrated problem I've seen when trying to build or expand partnership GTM: Leadership is initially fully behind a new partnership, excited about its potential, but that enthusiasm never makes its way down to the sales teams who are expected to execute. Without alignment, even the best partnership can stall before it has a chance to succeed. Why does this happen? Sales teams are often focused on their core products, and if a partnership doesn’t clearly benefit them or fit into their day-to-day operations, it becomes an afterthought. To turn things around, you need to make sure your partnership incentives, compensation, and training are in lockstep with the teams that will be selling your product. Here’s how to align incentives and drive results: 1. Ensure your incentives are compelling enough for frontline teams. It’s not enough to excite leadership—sales teams need a clear, tangible reason to sell your product. - Introduce a financial incentive or bonus structure that’s competitive with what reps earn on their core products. This could be a one-time bonus for the first sale, or an ongoing commission that rewards consistent effort. -Tie the incentive to their existing sales goals. If your product helps them hit their targets more easily, they’ll naturally prioritize it. 2. Structure partner compensation to motivate co-selling. If your partner compensation doesn’t align with their core goals, they won’t push your product. - Design a compensation plan that aligns with both the partner’s and your business objectives. For instance, if your partner’s core offering is hardware, incentivize bundling your software as part of the sale to create a win-win situation. - Offer performance-based incentives that reward partners for hitting key milestones—whether that’s a certain number of units sold, a specific revenue target, or even customer engagement metrics. Keep it simple and measurable. 3. Provide consistent training and engagement so your product isn’t just another checkbox. Sales teams won’t advocate for your product if they don’t fully understand its value or how to sell it. - Develop ongoing, bite-sized training sessions that fit into their schedules. Instead of overwhelming them with lengthy sessions, focus on 15-minute, high-impact trainings that teach them how to identify the right opportunities. -Pair training with real-time support. Join sales calls, offer one-pagers, and provide direct assistance during key customer engagements. When they feel supported, they’re more likely to feel confident pushing your product. This kind of alignment can make the difference between a stalled partnership and a thriving one. When sales teams are motivated, equipped, and incentivized to sell your product, the partnership stops being just another checkbox—it becomes a key driver of growth.

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