Build Successful Omnichannel Retail Strategy to 10X Conversions
Written by
Zaid Hashmi
Zaid Hashmi
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> Blog > Omnichannel Retail Strategy

Build Successful Omnichannel Retail Strategy to 10X Conversions

Published : January 17, 2025

Remember the days when unexpected guests arrive your mom would have you racing to the local shop to bring snacks? It wasn’t that long ago, but it feels like a different era altogether.

Forget the store runs—today, you can have those snacks and just about anything else delivered to your doorstep in under 10 minutes. All you need is a phone, an internet connection, and a few quick taps.

This remarkable shift reflects how technology and the internet have revolutionized the way we shop. Retail has shifted from merely meeting customer needs to delivering an experience characterized by convenience.

According to a study by PwC, 43% of users are willing to pay more for greater convenience. This evolution in consumer behavior has sparked the rise of Omnichannel retail.

What is Omnichannel Retail?

Omnichannel retail refers to a business strategy where a brand integrates all its customer touchpoints to deliver seamless, unified customer experiences. It helps brands stitch the entire customer journeys together across channels providing customers with added convenience and frictionless shopping experience.

Source

Amazon, the world’s largest e-commerce company leveraged the omnichannel model with Amazon Fresh and it’s been a huge success, contributing $4.2 Billion to their revenue.

Benefits of Omnichannel

While the omnichannel model aims to provide convenience for customers, it also grants businesses amazing superpowers.

  • Generate Customer Data

When you engage with customers across multiple channels, you generate a wealth of customer data. This data acts like digital gold that can be leveraged to target and engage customers.

Here’s an example to make it clear: A user discovers your brand on Google, clicks on your ad, and visits your landing page, but doesn’t take action. Later, they spot your brand on Instagram, revisit the page, and still leave without buying. Finally, a well-timed email convinces them to complete the purchase.

If you track the journey at each touchpoint, you’ll notice that while the user is most active on Google, it makes a purchase decision via email. Now, imagine if you could track thousands of your users the exact same way—you’ll know what things they engage with, what they are interested in, and how they buy. 

This information can be a game-changer since you can use it to personalize campaigns, optimize spending, and achieve a better ROI.Now, the thing to note here is that all the data you generate across the channels must be organized and stored in a Customer Data Platform (CDP). This centralizes your insights, which you can leverage in the campaigns from a single place.

  • Boost Retention and Customer Lifetime Value (CLTV)

Once you identify patterns in how your customers engage and convert, you can use these insights to nurture long-term relationships. By understanding their preferences, you can also create multichannel journeys tailored to the channels your users favor, driving repeat purchases—second, third, and beyond.

A recent study revealed that businesses with a strong omnichannel presence retain 89% of their customers, compared to just 33% for companies with weak omnichannel strategies.

For example, consider a grocery business. If you know exactly when a customer wants to buy milk and you engage with them at just the right time, imagine the impact on your conversion and retention rates.

  • Accelerate Business Growth

There are a million buyer personas out there, especially in India, where language, ethnicity, and shopping behavior change every 100 kilometers. For a brand, it becomes hard to scale if you’re not able to create meaningful experiences for each persona.

Being omnichannel gives you the advantage of reaching larger audiences, further expanding into broader markets. Since you’re on multiple channels and delivering personalized experiences it enables you to cater to diverse shopping behaviors, such as “research online, buy offline” (ROBO), online-only buyers, or offline-only buyers. By offering this flexibility, you can effectively serve customers of all types.

5 Strategies that will help you 10X Conversions in an Omnichannel Business

We’ve learned why omnichannel is the way to be. Now let’s learn some proven tactics to boost conversions and grow an omnichannel business.

  • Leverage Personalization

Customers engage and buy from you, when your talk about their needs and how your product addresses their concerns. 

A McKinsey study suggests that 80% of consumers are more likely to buy when offered personalized experiences.

Let’s understand this with an example. Imagine a customer browses hair fall solutions on your website but drops off without making a purchase. Now, since you have a cart abandonment flow in place, a campaign is triggered.

Now what message would you want your customers to receive? (Check the diagram below)

It’s quite certain that you chose the personalized one, right?

It’s because humans engage with something that they can resonate with. By using customer’s browsing history, you send a message that actually states a challenge the user is facing along with a solution and an incentive.

Using personalization, you’ll be able to engage better and then eventually drive higher conversion.Check out how an omnichannel brand like spencers leveraged personalization to improve website conversions by 7%

  • Invest in 5+ Channels and Unify them

Customers today are everywhere. They might discover your brand on Instagram, compare products on websites, read reviews on Google, and finally make a purchase in your store or your app. To keep up with this behavior and maximize conversions, it’s essential to invest in at least five channels.

Why five?

The more channels you are on, the more opportunities open for you to meet your customers.

According to a study by Adobe, businesses using 3 or more channels in their campaigns see a 287% higher purchase rate compared to single-channel strategies.

Each additional channel strengthens your presence and increases the likelihood of engagement and conversion.

For example, imagine a beauty brand. A customer sees an Instagram ad for a new moisturizer, gets a push notification about an exclusive app discount, receives a personalized email reminder, and finally sees a product review video on YouTube. These touchpoints collectively nudge the customer towards making a purchase, seamlessly transitioning them across channels.

But simply being present isn’t enough. Each channel should deliver consistent messaging and a connected experience.

Invest in tools that integrate data across these channels to create cohesive journeys that delight customers and drive conversions. Remember, the more channels you master, the closer you get to your customers.

  • Create Seamless Customer Journeys

A successful omnichannel strategy relies on creating seamless customer journeys. This means providing a consistent experience, whether a customer starts their interaction on your website, app, social media, or in-store.

Think of it as connecting the dots. A customer might explore your product catalog on your website, add an item to their cart, but leave without purchasing. Later, they receive an email reminding them about their abandoned cart. If they click the email, they should land exactly where they left off, ready to complete the purchase.

This seamless transition not only improves the customer experience but also boosts conversion rates.

Seamless journeys also involve understanding customer intent at every stage. For instance, a customer researching a product might appreciate in-depth guides or video tutorials, while a returning buyer might prefer one-click reordering. Tailoring the experience to match these intents helps move customers smoothly through the conversion funnel.

  • Use AI

We already saw how personalization helps you build campaigns that help you engage your customers in a more personal way. With AI, you can take it to a whole new level.

Imagine knowing your customers so well that you can predict which products they’d love to buy and which they won’t. Powerful isn’t it?

That’s exactly what AI-powered product recommendations can do for your business.

Let’s break it down with an example: A user buys a white shirt from your store. A month later, he opens your app to browse for more clothes. While navigating, he receives a notification that says, “These brown trousers would go perfectly with the white shirt you purchased last month.” Intrigued by the message, he clicks on it and ends up buying the trousers.

Isn’t that amazing? According to a study, Amazon’s AI-powered recommendation engine drives 35% of its revenue through personalized suggestions. That’s how impactful AI-powered recommendations can be for boosting your sales and conversions.

  • Measure and Optimize

To consistently deliver high-converting campaigns, you need to measure their performance in real-time. Here are a few tactics you can use:

a) Set up KPIs

The first step is to establish KPIs that matter most to your business. Metrics such as Average Order Value (AOV), Cost per Acquisition (CPA), or Customer Lifetime Value (CLTV) are the most common and critical.  Once these KPIs are defined, track how each channel performs against them.

For instance, if your website’s CAC is lower than your mobile app, it may indicate that app users need more information or reassurance when shopping.

This insight helps you refine the customer journey for app users and build their trust.

b) A/B test and repeat

To continually improve your campaigns, identify what works best by running A/B tests.

Experiment with elements like messaging, design, and offers to determine which combinations resonate most with your audience. For example, test different headlines, button placements, or promotional strategies. 

Once you identify what performs well, double down on it—and then repeat the process to keep optimizing!

Conclusion

Omnichannel is the backbone of modern retail. By integrating channels, leveraging data for hyper personalization, and creating seamless customer journeys, brands nor only meet but exceeds customer expectations.

Here is a pro tip – to make this happen, you must invest in a high performing Customer Engagement Platform (CEP). A CEP acts as a single console to manage customer data, integrate channels and run personalized campaigns enabling you to deliver impactful campaigns faster and at scale. Netcore CEP is one such powerful tool. Check out how Netcore helped Jack & Jones generate 9X ROI with its customer engagement platform.

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Written By: Zaid Hashmi
Avatar photo Zaid Hashmi
Zaid, a skilled growth marketer with a flair for writing, is dedicated to producing results-driven content. He is passionate about MarTech topics and often researches & writes blogs around it. With a talent for both short-form and long-form content, he has a knack to hold his audience's attention through compelling storytelling and insightful narratives.