Coming Full-Circle: The Store As The Center Of The Omnichannel Shopping Journey

On-Demand • Aired on Wednesday, December 11th, 2013 • 12 PM ET / 9 AM PT

A brand can travel with a shopper wherever she roams, from the couch to the car and into the mall. But it is the store that remains the most important part of her shopping journey. Today’s smart retailers are embracing that journey by re-imaging their stores as a physical expression of their brand and the center of the omnichannel shopping journey by providing solutions and services that delight shoppers from the minute they enter the store through checkout and beyond.

This optimum experience can be facilitated through key strategies and solutions, around assisted selling in the store, omnichannel fulfillment and social monitoring following the transaction, encouraging the customer to visit the store more and more.

The experience may look something like this: Karen sees a special online and sets up an appointment to go to the store. At the store she is greeted by her personal shopper, who shows Karen the blouse she has chosen, but also presents accessories and shoes. Karen is delighted with the personalized service and easy shopping experience. The purchase, including upsell, is completed on the spot with mobile point of sales capabilities. But that’s not the end of the story. After the sale, Karen receives special offers from the store, for herself and friends. They all return for more shopping…and live happily ever after.