Omnichannel customer experience benchmarks

David Linder

David Linder

MSc in Marketing from the University of Salford. Facebook Certified Planning Professional Facebook Certified Buying Professional
< 1 min read

Chart of your day: A shockingly low rate of personalization of the client journey is revealed

The growth used of cellular devices and increasingly complex customer journeys implies that multichannel retailers have to deliver customer experiences that that integrate across customer journeys as consumers increasingly use multiple channels in relation to purchase.

In a recently available benchmark report, UX consultancy Practicology has teamed up with Google to examine omnichannel experiences across Europe. Retailers are strongest in providing integration with store information, for instance through store locators and in addition returns.

Integrating personalization across channels performs gets the lowest score with using in-store technology also scoring relatively low.

Although this report targets retail, you may use our popular free multichannel marketing benchmark templates to examine your performance across different digital marketing channels and customer experience.

Research source

  • SourceDownload of report available from Practicology and extra write-up on Google Think – Retail Customer Experience benchmarks
  • Sample: Google commissioned in-depth reviews of the omnichannel customer experience provided by 145 retailers in seven Europe to greatly help businesses understand the very best types of seamless experiences across channels. Retailers were then benchmarked and ranked.
  • Smart Insights recommended toolkit: Digital experience toolkit
David Linder

David Linder

MSc in Marketing from the University of Salford. Facebook Certified Planning Professional Facebook Certified Buying Professional

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