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The post-omnichannel world
In the 1990s, when the Internet and eCommerce created a tangible link between modes of shopping that had previously been isolated (stores and catalogs), retailers struggled with how to understand, measure, and connect with shoppers in multiple ways.
It was out of this confusion that the concept of “multichannel” was heralded as retail’s saving grace, and soon, retailers were all abuzz with cross-channel shoppers.
Fast-forward a few years and retailers began scratching their heads wondering why their “multichannel” initiatives hadn’t delivered the stunning ROI they were pro -
The Post Omnichannel World: Four Steps to Creating a Truly Connected Experience
By Jim Crawford
In the 1990s, when the Internet and e-commerce created a tangible link between modes of shopping that had previously been isolated (stores and catalogs), retailers struggled with how to understand, measure, and connect with shoppers in multiple ways.
It was out of this confusion that the concept of “multichannel” was heralded as retail’s saving grace, and soon, retailers were all abuzz with cross-channel shoppers.