{"id":2471,"date":"2017-02-09T12:38:39","date_gmt":"2017-02-09T12:38:39","guid":{"rendered":"https:\/\/brightpearl20.wpengine.com\/understanding-the-omnichannel-retail-customer-journey-infographic\/"},"modified":"2025-01-29T19:22:51","modified_gmt":"2025-01-29T19:22:51","slug":"understanding-the-omnichannel-retail-customer-journey-infographic","status":"publish","type":"post","link":"https:\/\/www.brightpearl.com\/blog\/understanding-the-omnichannel-retail-customer-journey-infographic","title":{"rendered":"Understanding The Omnichannel Retail Customer Journey [Infographic]"},"content":{"rendered":"<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">The way in which consumers buy from retailers is constantly changing and recently, it\u2019s rapidly evolved with an increase in the adoption of omnichannel retail strategies. The customer journey has become less predictable. It\u2019s <a href=\"\/q-and-a-with-chris-tanner-omnichannel-survival-guide-author\">become more difficult<\/a> for merchants to offer the consistent and excellent customer experience that consumers expect.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><!--more--><\/span><\/p>\n<p><span style=\"font-weight: 400;\">There\u2019s tonnes of evidence to support why an omnichannel retail offering is so incredibly important in today\u2019s retail landscape. We wanted to share a few of our favorite statistics to emphasize how a consistent omnichannel customer experience could increase your sales and profit:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"http:\/\/uk.businessinsider.com\/heres-why-omnichannel-consumers-are-more-valuable-2017-1?r=US&amp;IR=T\"><span style=\"font-weight: 400;\">Omnichannel shoppers spend an average of 10% more when shopping online<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"http:\/\/multichannelmerchant.com\/ecommerce\/5-ways-to-get-your-small-business-booming-in-new-global-markets-19012017\/\"><span style=\"font-weight: 400;\">75% of shoppers rate shipping costs as being the most important buying factor<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"http:\/\/www.thedrum.com\/news\/2017\/01\/16\/92-first-time-visitors-brands-website-do-not-make-purchase-survey-found\"><span style=\"font-weight: 400;\">Shoppers rarely buy on their first-touch, with\u00a0<\/span><span style=\"font-weight: 400;\">92% of online consumers having no intention to buy during a first visit<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"http:\/\/www.creditcards.com\/credit-card-news\/impulse-buy-survey.php\"><span style=\"font-weight: 400;\">5 in 6 Americans admit to impulse buying<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">45% of digital buyers worldwide said that reading reviews, comments and feedback on social media influences their shopping behaviour<\/span><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">We created this infographic to show you how every customer journey is now different and how important it is to embrace an omnichannel retail strategy. These 5 examples show various customer journeys, all different and all unique. From the omnichannel savvy customer to the last-minute buyer, and the researcher to the impulse shopper, this infographic features them all. <\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-2759\" src=\"https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/f0b6ec02-f23f-430b-b860-f88f6c912220-2.jpeg\" alt=\"\" width=\"800\" height=\"200\" srcset=\"https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/f0b6ec02-f23f-430b-b860-f88f6c912220-2.jpeg 800w, https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/f0b6ec02-f23f-430b-b860-f88f6c912220-2-300x75.jpeg 300w, https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/f0b6ec02-f23f-430b-b860-f88f6c912220-2-768x192.jpeg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">This infographic is taken from our recent guide, <\/span><a href=\"https:\/\/info.brightpearl.com\/introduction-omnichannel-retail\"><span style=\"font-weight: 400;\">\u2018<\/span><i><span style=\"font-weight: 400;\">An Introduction to Omnichannel Retail<\/span><\/i><span style=\"font-weight: 400;\">\u2019<\/span><\/a><span style=\"font-weight: 400;\">, written by independent retail expert Nicole Leinbach Reyhle from <a href=\"http:\/\/retailminded.com\/\">Retail Minded<\/a>, which explores everything omnichannel including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Understanding omnichannel retail<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What omnichannel means for independent retailers <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Finding the right omnichannel blend for your store<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The reality of why omnichannel matters <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Action steps to help merchants become more omnichannel focused<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/info.brightpearl.com\/introduction-omnichannel-retail\"><span style=\"font-weight: 400;\">Download the guide today<\/span><\/a><span style=\"font-weight: 400;\"> to find out how an omnichannel retail strategy can help you take your business to the next level. <\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-2761\" src=\"https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/the-omnichannel-retail-customer-journey-1-scaled-1.jpg\" alt=\"\" width=\"265\" height=\"2560\" srcset=\"https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/the-omnichannel-retail-customer-journey-1-scaled-1.jpg 265w, https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/the-omnichannel-retail-customer-journey-1-scaled-1-31x300.jpg 31w, https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/the-omnichannel-retail-customer-journey-1-scaled-1-106x1024.jpg 106w, https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/the-omnichannel-retail-customer-journey-1-scaled-1-159x1536.jpg 159w, https:\/\/www.brightpearl.com\/wp-content\/uploads\/2017\/02\/the-omnichannel-retail-customer-journey-1-scaled-1-212x2048.jpg 212w\" sizes=\"(max-width: 265px) 100vw, 265px\" \/><\/p>\n<h3><span style=\"font-size: 20px;\"><strong>5\u00a0omnichannel retail customer journeys<\/strong><\/span><\/h3>\n<h3><span style=\"font-weight: 400; font-size: 18px;\"><span style=\"color: #f94f5b;\">Customer journey 1:<\/span> The omnichannel savvy customer<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Visits traditional brick and mortar store<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Leaves store empty handed<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Recalls an item they wanted but did not buy<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Uses Smartphone to visit this said retailer\u2019s Facebook page<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Clicks to the retailer\u2019s website directly from Facebook<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Purchases this item via their website<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Picks it up in store the following day<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400; font-size: 16px;\"><span style=\"color: #f94f5b;\">Channels:<\/span> Store, Facebook and online via mobile<\/span><\/h3>\n<h3><span style=\"font-weight: 400; font-size: 18px;\"><span style=\"color: #f94f5b;\">Customer journey 2:\u00a0<\/span><\/span><span style=\"font-weight: 400; font-size: 18px;\">The last-minute buyer<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Realizes they urgently need an item for just a few days time<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer has no time to shop at a traditional brick and mortar store<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Uses their iPad to shop among a few local merchants <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Looks at shipping options to ensure the product will arrive in time <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Orders the item from the merchant with the best shipping options<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-size: 16px;\"><span style=\"font-weight: 400;\"><span style=\"color: #f94f5b;\">Channels:<\/span><\/span><span style=\"font-weight: 400;\"> Online via iPad<\/span><\/span><\/h3>\n<h3><span style=\"font-weight: 400; font-size: 18px;\"><span style=\"color: #f94f5b;\">Customer journey 3: <\/span>The researcher<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Researches products online extensively over the course of a few months<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Visits three local retailers to compare products<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Continues to research brands, prices and other deciding factors <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Looks at store return policies<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Returns to one of the three merchants he originally visited<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Makes a purchase, confident in his decision based on his extensive research<\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400; font-size: 16px;\"><span style=\"color: #f94f5b;\">Channels:<\/span> Online and store<\/span><\/h3>\n<h3><span style=\"font-weight: 400; font-size: 18px;\"><span style=\"color: #f94f5b;\">Customer journey 4:<\/span> The impulse shopper<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer enjoys a leisurely shopping trip with friends <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Discovers a necklace that is merchandised on a nearby mannequin she walks by<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customer picks up the necklace, tries it on and looks in the mirror<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Her friends tell her how great it looks and encourage her to buy the necklace<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Purchases the necklace on the spot while in the store <\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400; font-size: 16px;\"><span style=\"color: #f94f5b;\">Channels:<\/span> Store<\/span><\/h3>\n<h3><span style=\"font-weight: 400; font-size: 18px;\"><span style=\"color: #f94f5b;\">Customer journey 5:<\/span> The feel-good buyer<\/span><\/h3>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">After feeling a little down, this customer turns to retail therapy to cheer herself up<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Browses through various social media channels to escape her thoughts and daydreams about what she could buy<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Plans to go shopping the next day to lift her mood <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Tries on jeans at three different boutiques, placing a pair on hold at each store<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Returns to the first store she visited to purchase the jeans <\/span><\/li>\n<\/ul>\n<h3><span style=\"font-weight: 400; font-size: 16px;\"><span style=\"color: #f94f5b;\">Channels:<\/span> Facebook, Twitter, Instagram and store<\/span><\/h3>\n<p><span style=\"font-weight: 400; font-size: 15px;\">There&#8217;s so many paths shoppers can take before finally converting. Have we missed any\u00a0customer journeys that you typically see your customers taking before purchasing? Let us know in the comments section below.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; The way in which consumers buy from retailers is constantly changing and recently, it\u2019s rapidly evolved with an increase in the adoption of omnichannel retail strategies. The customer journey has become less predictable. It\u2019s become more difficult for merchants to offer the consistent and excellent customer experience that consumers expect.<\/p>\n","protected":false},"author":10,"featured_media":2760,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[113,111],"tags":[],"class_list":["post-2471","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service","category-ecommerce-best-practices"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6.1 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Understanding The Omnichannel Retail Customer Journey [Infographic] - Brightpearl<\/title>\n<meta name=\"description\" content=\"There\u2019s tonnes of evidence to support why an omnichannel retail offering is so incredibly important in today\u2019s retail landscape. 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