Adapting To An Evolving Multichannel World

By Eric Tobias, iGoDigital

Report after report says companies with highly engaged customers outshine their competitors in areas such as share-ofwallet, revenue, profits, and customer value. A new critical area may be on the horizon as consumers are demanding options in a multichannel world. A recent Purdue University study found that "68% of customers will not do business with companies that don't offer multiple channel choices for interaction." For retailers, a multichannel approach has become the norm, not the exception.

However as the multichannel world evolves, simply offering multiple channels doesn't cut it. Here are five strategies online retailers can implement to meet customer multichannel expectations.