Consumers routinely use more than one channel to execute even a single transaction, and today's retailers need to adapt to that new reality. That conclusion and more are detailed in RSR's new benchmark report, Omni-Channel 2012: Cross-Channel Comes of Age.
According to RSR, integrating online and offline channels is no longer enough to differentiate. Now retailers need to stay focused on the customer to succeed in navigating their cross-channel challenges, including:
- Designating an owner of the customer experience.
- Thinking strategically about their customer interaction platforms and prioritizing their investments according to their customers' primary paths to purchase.
- Recognizing that integrating channels is hard.
- Seeking out the necessary help to be successful.
Read your complimentary copy of this in-depth report to fine-tune your omni-channel efforts.