Imagine boosting customer loyalty, increasing sales, and gaining a competitive edge – all by embracing a seamless customer experience across multiple channels.
Omnichannel strategies aren’t just a nice-to-have, they’re a game-changer.
Let’s explore the compelling statistics that will convince you to make the shift.
Top Omnichannel Statistics
74% use social media to decide what to buy.
80% are more likely to buy online with personalized experiences.
73% shop using different ways (online, in-store, mobile).
54% like brands that reply quickly.
54% prefer messaging apps to contact businesses.
Omnichannel marketing can increase sales by 287%.
87% of store owners think using many ways to reach customers is essential.
70% trust and buy from brands where the CEO is active on social media.
The Rise of Omnichannel Shopping
Omnichannel shopping is a seamless and integrated strategy that provides customers with a unified shopping experience through all available channels.
It is different from multi-channel retail, which uses different channels to interact with customers.
Omnichannel, being customer-oriented, gives shoppers a consistent experience both online and offline. It stands out and attracts more online buyers, allowing them to have a better inventory when it comes to their personal choices.
Here are the key statistics on omnichannel
The rate of customer purchase is 250% higher on Omnichannel platforms, while the average order value remains 13% higher compared to single channels.
According to a survey conducted by Aspect Software, there is a 91% greater year-over-year customer retention rate for businesses with Omnichannel strategies compared to the retail companies that don’t.
A study conducted by ITC in 2015 says that Omnichannel shoppers have 30% higher lifetime value compared to single time shoppers.
Online research by Aberdeen Group shows that companies with strong Omnichannel strategies retain an average of 89% of their customers in comparison to 33% of companies with weak Omnichannel Customer Engagement.
Companies with Omnichannel customer engagement strategies see an average of 9.5% yearly increase in annual revenue compared to 3.4% for other non Omnichannel based companies
Omnichannel Customer Behavior Statistics
Here are the statistics to highlight the importance of consumer behaviour with respect to Omnichannel retail:
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74% of shoppers rely on social networks for their purchasing decisions
An ODM group study shows that 74% of consumers rely on social media to make purchasing decisions.
Another report by Hubspot suggested that 71% are more likely to use social media referrals to make purchases.
Meanwhile, 31% of consumers browse for new items to buy on social media, and 78% of purchases are highly impacted by posts made by companies.
Needless to say, marketers using social media like Facebook or Instagram have a higher rate of success than others.
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When given personalised choices, 80% of consumers are more likely to make a purchase
A 2017 survey of 1000 people aged 18-64 was done only to find out that personalised experiences matter highly to them.
About 80% of people indicated that they would ideally like to do business with companies providing personalised experiences, and 90% find personalisation appealing.
Moreover, a survey was done by Epsilon by scanning transactions of over 2700 customers, and they found out that customers who wanted personalised experiences are more likely to be the brand’s valuable customers.
A survey conducted in 2018 suggests that 87% of shoppers begin their shopping in online stores. In the digital channels, 28% start out on marketplaces like Amazon and eBay.
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Almost 73% of customers use multiple channels during online shopping.
A Harvard Business online review shows that 73% of consumers use multiple channels throughout their entire purchasing journey.
They also observed that 23% of consumers made repeat purchases after being exposed to Omnichannel Shopping.
It was also recorded in a customer data that with synchronised channels, consumers were more likely to recommend and favour such brands.
Over 60% of shoppers research online first before heading to a specific website for purchasing or buying it in store.
Omnichannel Customer Service Statistics
To meet the consumer expectations, it is essential to set exemplary customer service standards. Here are the statistics highlighting the importance of customer service:
The experience provided by a company is just as important as its products, according to 88% of customers. The research shows that customers feel that the quality of customer service is just as important.
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About 54% of customers favoured brands that responded quickly.
Around 54% of consumers have a more favourable view of the brand and respond faster. Most do not expect an immediate answer, but they mostly expect a reply within 3 hours of a complaint or question.
According to a social media survey, 50% of Twitter users expect a response within 3 hours or less, and 47% of Facebook users agree. The rise in usage of social media has turned this into a norm.
About 71% of consumers expect consistency across all online channels, yet only 29% say that they receive this. Investing in customer loyalty plays a huge part in growing omnichannel businesses.
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Around 65% of customers globally want companies to adapt to their needs and preferences as they change. They want to purchase from thoughtful brands who care for their needs.
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Social media is preferred by 54% of customers for their services.
People find customer care over the phone or email frustrating; therefore, over 54% of them opt for social media for customer service.
A survey was done in the US to learn about people’s worst customer experiences; 60% of them said that they ended a business relationship because they had to wait too long to get connected to the business personnel or representative. Moreover, people find social media to be quicker and more convenient.
Social Media Omnichannel Statistics
Here are some statistics to emphasise the importance of social media as an effective Omnichannel strategy:
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70% of customers feel more connected to a brand with a social media presence
A customer data says 70% of customers find a brand more appealing and true if the CEO has an excellent social media presence. They feel more connected to the brand, and it feels like real people run the business.
This further accelerates their fame since 56% want to learn more about their brand leadership. 39% of people also believe that a CEO’s presence offers better insight into the brand.
76% of consumers purchased a product they saw on a social media post from a brand they saw on social media. 11% bought it immediately, 44% bought it later online, and 21% bought it later from physical stores
Around 42% of customers expect a response on social media within 60 minutes. Thus, addressing brand and product-related questions and complaints in social media can indicate the brand’s intentions towards customers.
A total of 49% of customers are heavily influenced by the life of a celebrity or recommendations from families and friends through social media.
87% of online shoppers believe that social media is highly influential on their purchases. This is why online businesses are bound to have an active social media presence
Omnichannel Marketing Statistics
Here are some Omnichannel Marketing Statistics that show the importance of integrated marketing:
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Omnichannel Marketing campaigns can achieve a 287% higher purchase rate
In 2020, marketers who used three or more channels in one campaign ended up having a 287% higher purchase rate than those with single-channel campaigns.
Even in 2019, single-channels had 3.21% while Omnichannel had 12%. This number was closer to 250% in 2018, which shows that Omnichannel strategies continue to thrive in business industries.
Source
Omnichannel accounts for roughly 27% of all retail digital sales by increasing the availability of digital or online sales channels which is beneficial for both businesses and its consumers
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According to 87% of retailers, Omnichannel is critical for businesses
Over 90% of businesses are using an Omnichannel strategy at this date or are planning to have one soon.
While 87% find that Omnichannel is crucial for all sorts of businesses to have success, only 8% have mastered it, and only 12% have the right to Omnichannel technology.
Almost half the retailers, about 45%, say that they either do not have the resources or feel that they will not benefit anything from it.
Omnichannel businesses can generate in-store visits of about 80% of their customers by providing a consistent experience.
About 88% of people searching for a local business or product online ended up in a physical store to make a purchase.
Omnichannel Trends
Retailers always have a distinct method of reaching out to customers, but it is the consumer who chooses the initial plan.
Here are a few omnichannel trends that are being observed this year:
Data Analytics and AI
Data analytics and AI have turned out to be an essential asset in Omnichannel retailing. It helps in learning about customer behaviour to enable a personalised experience for customers.
Online and Offline channels integration
The addition of BOPIS, which is buy online and picked up in physical stores, has become extremely popular due to its convenience to people and the method of pick up in store. More than 80% of businesses use BOPIS services as of 2023.
Mobile Commerce
Mcommerce is the buying and selling of goods through mobile devices. The rate of mcommerce keeps increasing every year counting to 28.9% by 2024(the current rate).
Omnichannel Facts
Here are some facts about Omnichannel strategy across digital channels:
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Omnichannel customers shop more
It is observed that Omnichannel customers shop 1.7 times more than single-channel shoppers. They also spend more, be it online or on a physical store.
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Omnichannel strategies in Europe and North America
One in every two online retailers in Europe and North America agreed that Omnichannel strategies are essential for their success in a 2020 survey.
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Zara’s profit after adapting Omnichannel strategies
A rise of 74% in online sales was seen in Zara after they adopted Omnichannel retail marketing in 2020 while their competitors were under loss.
Wrap up
These statistics show the importance of adapting the Omnichannel strategy to your growing business. Connecting with customers and providing them with convenience and a seamless experience can help your business grow. The trend of Omnichannel Marketing is a strategy of growth and success across all channels.
SOURCES
- Awario
- Epsilon
- Retaildive
- Moengage
- Salesforce
- Khoros
- Helplama
- Sproutsocial
- Kapture
- Meltwater
- Prnewswire
- Mckinsey.com
- Statista
- imd.org
- Tidio
- Four Communications
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