For years, brands and retailers have prioritized the customer-facing aspects of omnichannel strategy, from digital marketing and advertising to customer service. While those components are still very much top-of-mind, respondents to Retail TouchPoints’ annual Omnichannel & Fulfillment Survey show a heightened focus on bottom-of-the-funnel initiatives, especially the post-purchase experience and last mile fulfillment.
In this Benchmark Survey report, we explore how brands and retailers are investing in the last mile and embracing new communication channels, logistics tools and store operations policies to meet consumer needs and demands. Download a copy of the report to learn how your peers are:
- Investing in full-funnel channels, like retail media and real-time chat services, to support post-purchase experiences;
- Building their partner ecosystem to make the last mile efficient and effective;
- Navigating a rise in delivery volume; and
- Combating returns challenges, including fraud.
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