Top 2021 resources on omnichannel
Best omnichannel resource in 2021.
Learn more about omnichannel to improve your e-commerce strategy.
23% of ecommerce in Europe is cross-border
The online cross-border market in Europe represented a turnover of 95 billion euros in 2018. This corresponds to a cross-border share of total online sales in Europe of 22.8 percent. Within these countries, 36 billion euros is generated by the top 500 cross-border ecommerce companies. These are the main conclusions… Continue reading
Topics: euros, retail, online, omnichannel, billion, crossborder, retailers, europe, generated, ecommerce.
8 Amazing Omnichannel Experience Examples from the World's Top Brands
With the global adoption of mobile devices, expansion of IoT, and dynamic behavior of customer buying habits, it’s become more important than ever for brands to take a holistic, interconnected approach to their customer’s digital experiences.
An omnichannel approach enables businesses to deliver consistent, frictionless, and more convenient user experiences by interconnecting every customer touchpoint. To scale and stay competitive, companies need to ensure they’re meeting customers where they are, on the devices they use, and are delivering consistent messaging. Many businesses have taken the first step and adopted a multi-channel approach to engage with customers across a myriad of channels such as web or mobile. Where omnichannel differs from a multi-channel approach, is that with a multi-channel approach, each touchpoint is launched, managed, and optimized in silos.
Given the unique nature of today’s consumer, it’s vital that companies break down the silos and adopt an omnichannel strategy, whether that’s to build new customer relationships or maintain the current ones.
Speaking from personal experience, the easier it is for me to access my accounts, make purchases, manage settings, and engage with support, the happier I am. With so much technology available today, I expect to be able to do this in a manner that is the most convenient and comfortable to me.
According to the Aberdeen group, “companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.”
Below is a list of prime omnichannel examples from eight renown brands across a variety of industries to give you an idea of how you can adapt an omnichannel strategy to your business. While some of the most noticeable are from companies you probably come across day-to-day, it’s important to highlight that you don’t need to be a B2C retailer to adopt an omnichannel strategy, or that you have to focus on the customer-facing experience to have an omnichannel approach impact your business’ bottom line.
Starbucks & Dunkin Donuts
Bank of America
Zurich Insurance Group
Disney, despite being one of the world’s biggest multimedia and entertainment conglomerates, has been able to build deep, personal connections with their customers. By staying on top of today’s digital trends, focusing on the customer experience, and not sweating the small details, they’ve been able to create a global brand that people of all ages enjoy and feel an affiliation towards.
As a 30-year-old Disney fan myself, who recently attended a wine night with friends to watch the new Mulan film, I personally am a great example of just how well the brand has been able to stay connected with an older (slightly) generation.
Their omnichannel experience starts with the Disney website, which is mobile-responsive and optimized for every device, browser, and operating system. Once a Disney trip is booked, visitors can carry their travel plans over to a mobile app, the My Disney Experience App. This allows visitors to buy tickets, organize day-to-day plans, order food and beverages for a contactless dining experience, reserve tables, ask support questions, or use a virtual map to find attractions as well their wait times.
In 2016 they introduced their Magic Band Program, which allows park visitors to enter the park, manage their fast pass, check in, and unlock their hotel room. With such a truly interconnected, seamless digital experience, they are one of the top omnichannel experience examples.
I haven’t been to a Disney Park in years but can say I’m ecstatic for the opportunity to try these out the next time I go.
Starbucks & Dunkin Donuts
As a New Englander, you can probably guess with which brand my loyalty lies, but both coffee giants have set such phenomenal examples of omnichannel ecommerce that they’re both worth mentioning. Each has fully embraced the spirit of an omnichannel approach in the past few years by enabling customers to order through a mobile app, built and launched into their sales and marketing mix.
This new approach allows both Starbucks and Dunkin Donuts to connect with customers at a more granular, personal level and drive a more convenient user experience through loyalty programs and various, expedited payment options.
Coffee drinkers can place their order in-advance and pick up in-store, on-the-go without having to wait in line. With each order, customers can collect points to later trade for perks such as free coffee or discounts on food.
For those who do end up standing in line, customers can choose to either pay through the app, a reloadable virtual card that stores money, or scan a unique QR code connected to their loyalty ID before handing the cashier a physical card or cash. The latter ensures customers can still collect points for future rewards.
The mobile app not only gives customers a more seamless, convenient experience, but it also gives both businesses the opportunity to market drinks, deals, and discounts to their customers, and gives them the flexibility to meet new challenges, like those COVID imposed. Both Starbucks and Dunkin Donuts were able to successfully introduce contactless checkout and curbside pickup during the pandemic to allow for a safer customer experience.
One retailer who also doubled down on adding a mobile experience to their omnichannel mix is Stance, a highly popular American sock, underwear, and T-shirt brand. Stance recognized the need to improve their in-store customer experience by cutting down on long lines and wait times and realized they could solve the issue by enabling customers to checkout themselves.
Instead of building a designated app, Stance built and launched a web-based self-checkout experience that users could access through their smartphone, without having to download anything. Given the number of apps I have on my phone (some of which are native and you can’t get rid of no matter how hard you try), I can fully appreciate the thought Stance put into their shopper’s experience and the approach they took to enabling mobile-self-checkout.
Sephora, a leading beauty brand, seamlessly connects customers in-store with their online shopping cart, Sephora’s Beauty Bag, through well-placed tablets.
Accessing their online account on-the spot, in-store, allows customers to look up product details, add products to their wish list, and purchase whichever they desire. Customers shopping at home can download the Sephora app and virtually try on hundreds of the brand’s makeup products with one of the world’s newest, “try-before-you-buy” experience.
Sephora offers such a wide array of products to choose from so it’s that they enable customers to find the product that fits their personal style. The brand realized early on just how important it was to integrate their consumer channels to improve their customer’s experience and scale their success and adopted an omnichannel approach. number of apps I have on my phone (some of which are native and you can’t get rid of no matter how hard you try), I can fully appreciate the thought Stance put into their shopper’s experience and the approach they took to enabling mobile-self-checkout.
Another good omnichannel ecommerce example is the digital pharmaceutical experience that Walgreens built for their customers. They realized that a vast number of their customers were shopping and accessing their store and products on mobile devices. To deliver a more convenient pharmacy experience, they launched a mobile product that enables customers to refill their prescriptions by scanning the bar code on their medication with their smartphone camera.
Customers can also access their prescription history, easily change pick-up locations, and set a pick-up time. While not groundbreaking, it’s a great example of how pharmacies can and should be thinking about how to improve their customer experiences.
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Bank of America
Banking is yet another industry that has been forced to undergo a drastic digital makeover in the last few decades, with Bank of America as one of the top brands leading the pack. Trust is critical in building brand relationships, especially where customer’s finances are involved, and Bank of America has stepped up its omnichannel development to meet those needs.
Their secure mobile and desktop apps allow customers to digitally deposit checks, send recurring checks without having to physically write them, check account statuses, manage transfers and book appointments – all without having to get on the phone or go in-person. It wasn’t too long ago when people still had to walk to an ATM to deposit their paychecks. It was an inconvenient experience, but how else were you supposed to get your money?
With this omnichannel strategy in place, Bank of America customers can bank on their time, at their convenience.
In case anyone is curious, some banks today still actually use pneumatic tubes. For those who don’t know, it’s the banking version of a drive through where you pull up in your car, put your paperwork, cash, or checks, in a small container that then shoots through a tube to a desk clerk inside the bank who will then complete your objective.
Zurich Insurance Group
The last omnichannel example I’ll share is that of the Zurich Insurance Group, as the experience they built is less focused on the customer-facing experience as it on the experience of their internal staff.
The Zurich Insurance Group is a global insurance company based in Switzerland that offers a variety of general, property, and life insurance products and solutions for everyone from individuals to multi-national corporations.
The company’s agents in Portugal had previously been using a monolithic, outdated system to manage policies and claims, handle receipts, and deal with customer information. It was a clunky and difficult system that inevitably hindered Zurich Insurance Group from being able to hire and onboard new agents.
They ended up building an online portal, dedicated to improving the agent’s experience. The portal can be accessed on any device, including an app built for both smartphones and tablets. The new portal can quickly give company employees a complete view of their customer’s activities, send automatic notifications, and even leverages the new fingerprint scanning security feature.
As a result, the Zurich Insurance Group ended up seeing a sharp uptick in policy business and were able to improve employee satisfaction.
This is a great example of how leveraging an interconnected omnichannel digital solution to consolidate data and improve sales and internal employee experiences can be just as important to a business as ensuring the customer experience is flawless. At the end of the day, it also means that customers get faster, more accurate service, which is something everyone wants.
Topics: worlds, omnichannel, examples, app, customer, customers, amazing, insurance, brand, able, brands, mobile, approach, experience.
86% of Brits are Amazon shoppers
Amazon is very popular in the United Kingdom. Recent research shows that almost nine in ten Brits are Amazon shoppers. And last year, more people have increased their shopping with Amazon than decreased it. Seven in ten Amazon users in the UK buy from the ecommerce giant at least once… Continue reading
Topics: uk, shoppers, amazon, say, popular, focus, research, omnichannel, users, brits, retail.
Alibaba’s Ant Financial acquires UK payments company WorldFirst
Ant Financial, the Alibaba-owned fintech company, has acquired currency exchange and payments company WorldFirst. By taking over the UK company, Chinese internet giant Alibaba can take a major step into Europe. The acquisition was in the works for quite some time, but WorldFirst confirmed the news to its customers yesterday.… Continue reading
Topics: alipay, omnichannel, worldfirst, financial, company, alibabas, acquires, chinese, payments, merchants, uk, ant.
Auchan opens cashier-less Auchan Minute in Europe
The French supermarket chain Auchan will open its first cashier-less concept in Europe next month. In Villeneuve d’Asq, a commune in the Nord department in northern France, a fully automatic point of sale that can be operated via the smartphone will open its doors. The cashier-less mini-supermarket will initially only… Continue reading
Topics: europe, auchan, point, items, concept, store, france, open, opens, minute, cashierless, omnichannel.
BigCommerce for B2B Businesses launches
BigCommerce has announced the roll out of BigCommerce for B2B. As the name suggests, it’s software suite that’s tailored for business-to-business retailers who want to sell their products online. BigCommerce for B2B is aimed at wholesalers, manufacturers and distributors. The new ecommerce software solution is the result of BigCommerce partnering… Continue reading
Topics: payments, retail, software, purchases, launches, businesses, b2b, omnichannel, merchants, bigcommerce, punchout2go, shipping.
Bol.com’s revenue from external vendors grows 55%
Bol.com, the biggest online retailer from the Netherlands, is rapidly transforming into an online marketplace that accommodates other vendors. The company’s own revenue is still higher than those of its partners on its platform, but the third party seller’s revenue is however increasing faster. Holding company Ahold released its fourth… Continue reading
Topics: external, sales, grows, vendors, consumer, revenue, net, omnichannel, billion, worth, bolcoms.
DPD opens pickup points in shoe stores of Obuv Rossii
Russian footwear retail chain Obuv Rossii has announced a new project with DPD, the largest commercial operator of express delivery in Russia. The two companies have completed a trial of pickup points in Obuv Rossii’s shoes stores. The pilot was launched with about 20 shops, but in the future, 150… Continue reading
Topics: dpd, russian, shoe, points, delivery, retail, footwear, stores, opens, obuv, omnichannel, pickup, rossii.
Deliveroo wants to reach 100 million Europeans by 2019
Deliveroo has ambitious plans for 2019. The online food delivery platform wants to be available for 100 million people across Europe at the end of this year. The plan is to connected 85,000 restaurants, while developing 1,700 new ‘virtual brands’, which lets restaurants offer dishes from their existing cuisine, but… Continue reading
Topics: restaurant, virtual, delivery, end, omnichannel, europe, million, brands, europeans, reach, restaurants, wants, offer, deliveroo.
Dutch omnichannel retailer TOM launches Spanish websites
Tom Omnichannel Management has launched Spanish versions of eleven of its online shops. The Dutch omnichannel ecommerce company says it now wants to focus even more on the international market. The retailer thinks there’s a lot of potential in the Spanish-speaking market and wants to better serve customers in this… Continue reading
Topics: tom, dutch, shops, spanish, websites, online, retailer, bike, market, wants, omnichannel, versions, launches.
Dutch payment method iDeal keeps growing due to mobile
iDeal, the most popular payment method in the Netherlands, is being used more and more on mobile devices. Currently, seven out of ten iDeal payments are done from a smartphone or tablet. Mobile person-to-person payments are particularly popular. New data on the usage of iDeal was shared by Currence, the… Continue reading
Topics: billion, payments, growing, keeps, popular, mobile, payment, ideal, dutch, method, omnichannel, increased, using.
Ecommerce in Greece: €4 billion in 2019
Ecommerce in Greece is expected to be worth 4 billion euros at the end of this year. That would be an increase of over 8 percent, compared to the 3.7 billion euros the Greek ecommerce industry was worth last year. These figures come from the Greek ecommerce association GRECA. According… Continue reading
Topics: worth, greece, retail, online, purchases, greek, billion, omnichannel, users, ecommerce.
Embracing mobile commerce: 6 ways to optimize
With many shoppers starting and ending their shopping journey on mobile, it is imperative that businesses optimize for mobile commerce.
Topics: commerce, ways, businesses, social, embracing, customers, mobile, sites, experience, ecommerce, omnichannel, shopping, customer, optimize.
Essilor acquires German online optical retailer Brille24
Essilor International is actively expanding its footprint in Europe and Latin America with four different acquisitions. In Germany, the optics company acquired online retailer Brille24, while in Greece, Essilor partner Shamir acquired Union Optic. Essilor has further strengthened its development strategy in Germany, an important market in the world of… Continue reading
Topics: online, optical, omnichannel, brille24, greece, essilor, acquires, acquired, company, retailer, germany, union, german.
February: ecommerce events in Europe
February is over, so it’s time for a fresh new month with fresh new ecommerce events to visit across Europe! So, as always, we’ve made a handy overview for you, so you know when and where an ecommerce event takes place this month in Europe. February 5-6: Savant eCommerce Berlin… Continue reading
Topics: europe, berlin, omnichannel, shopper, month, event, events, place, ecommerce, takes, visit.
Five Ways Omnichannel Marketing Can Help Your Business Thrive in 2021
2020 was a challenging year for, well, everyone — but retailers suffered the particular challenges of shutting down or restricting in-store…
Topics: omnichannel, shoppers, store, customers, need, tips, media, social, shopping, marketing, customer.
Five omnichannel tips for Southeast Asian retailers
Abhijeet Vijayvergiya of Capillary Technologies shares five tips for Southeast Asian retailers to lift their omnichannel game.
Topics: store, asian, loyalty, retailers, right, customers, customer, southeast, brands, using, retail, smarter, tips, omnichannel.
For Omnichannel Retailers, Hedgehogs Beat Foxes
In his 2001 book "Good to Great," author and researcher Jim Collins sought to explain "why some companies make the leap [from good to great] and others don't." His answer plays out over about 300 pages, and it includes the Hedgehog Concept.
Topics: retailers, company, business, beat, companies, fox, good, omnichannel, foxes, hedgehogs, collins, world, hedgehog, concept, great.
France wants a 3% tax for large internet companies
The French Finance Minister Bruno Le Maire wants a 3 percent tax on the French revenue of large internet companies, such as Amazon, Airbnb, Booking.com and Criteo. It looks like an EU-wide digital tax plan will be ditched next week. While the member states of the European Union can’t seem… Continue reading
Topics: companies, minister, omnichannel, wants, le, large, french, revenue, france, internet, tax.
Gabor Shoes AG Engages the Omnichannel Approach
How a German Footwear Manufacturer evolved their retail model to compete in the digital age
Topics: sales, ag, retailer, system, omnichannel, retail, experience, customers, approach, gabor, retailers, online, engages, shoes.
How Amazon took 50% of the e-commerce market and what it means for the rest of us
As SVP of Walmart’s global e-commerce supply chain for five years (until 2018), I had a front-row seat to how brick-and-mortar retailers were responding to Amazon’s dominance in e-commerce.
Topics: brickandmortar, means, dcs, centers, ship, omnichannel, retailer, stores, ecommerce, rest, amazon, market, products, took, supply.
How Pomelo is redefining O2O retailing in Asia
Pomelo, a technology company that makes fashion, is changing the way Southeast Asian women shop.
Topics: technology, retailing, asia, brand, customer, partner, o2o, pomelo, customers, fashion, redefining, omnichannel, stores, retail.
How location-based technology can bridge the gap between online and in-store shopping
Retail marketers are increasingly using location-based technology to bridge the gap between online and in-store shopping.
Topics: online, instore, locationbased, gap, customers, digital, brands, shopping, physical, data, strategy, retail, omnichannel, customer, technology, bridge.
How omnichannel-ready is Switzerland?
How omnichannel-ready is Switzerland? That’s what mail-order association VSV tried to find out with the Omnichannel Readiness Index. It shows the DIY & Home Improvement sector in Switzerland scores best on omnichannel maturity. Jewelry retailers and department stores are strong omnichannel players as well. The Verband des Schweizerischen Versandhandel has,… Continue reading
Topics: omnichannelready, retailers, product, best, collect, omnichannel, retailer, swiss, score, consumers, switzerland.
How to Apply Omnichannel Marketing at Each Step of the Customer Journey
Create the best omnichannel marketing strategy for your customers at every stage of the buying journey from their first visit to their first purchase.
Topics: journey, step, sms, send, customer, dont, apply, website, marketing, purchase, email, omnichannel.
How to Improve Customer Relationships Through Omnichannel
Omnichannel is more than just a trend.
Topics: customers, great, relationships, experience, important, omnichannel, companies, simple, improve, purchase, customer, company.
How to stay agile with an omnicommerce strategy
An omnichannel approach allows retailers to engage with consumers on a variety of different platforms via a number of touchpoints. The main concept behind omnichannel commerce is providing consumers with a seamless retail experience.
Topics: employees, retailers, stay, omnicommerce, omnichannel, need, strategy, order, orders, agile, retail, sales, approach.
How to translate your offline experience online in China’s omnichannel market
Retailers wishing to succeed in the China’s omnichannel market must enable consistent customer experience across all channels to enhance customer engagement.
Topics: market, omnichannel, retail, online, chinas, stores, customer, translate, offline, channels, experience, store, customers.
Insolvent Lesara fails to attract investor
Things aren’t looking good for online retailer Lesara. The insolvent ecommerce player is searching for investors and it almost got one interested to take over. But at the last minute, that investor dropped out. Now, the inventory will soon be on sale and there are several parties interested in acquiring… Continue reading
Topics: investor, logistics, attract, fails, sale, retailer, omnichannel, parties, lesara, online, insolvent, interested.
JD promises one-hour delivery with Dada Group
Chinese e-commerce platform JD has partnered with Dada Group to provide one-hour delivery services of daily necessities to JD customers.
Topics: omnichannel, jd, platform, program, supply, offline, products, promises, onehour, dada, chain, delivery, group, stores.
Made.com expands to 4 new countries in Europe
Online furniture retailer Made has announced that its sales in the United Kingdom hit the 100 million pound mark for the first time last year. In its home country, sales grew 34 percent, while international figures went up by 40 percent. The company will expand to several countries across Europe… Continue reading
Topics: united, increase, million, countries, online, uk, sales, europe, omnichannel, expands, company, revenue, madecom.
Meet Your Customers Where They Are This Holiday Season
The holidays are fast-approaching and this year’s unique challenges are having us take a trip back to the drawing board.…
Topics: google, products, omnichannel, strategies, holiday, instagram, help, facebook, reach, product, musttry, customers.
My Jewellery expands to Germany
Dutch retailer My Jewellery expands to Germany. Tomorrow, the omnichannel retailer will launch its first online shop abroad. In time, My Jewellery wants to open physical stores in Germany as well. “Just in these uncertain times I think it’s important to continue to develop ourselves as a brand”, founder… Continue reading
Topics: germany, expands, jewellery, online, wants, retailer, omnichannel, physical, stores, jewelry, shop.
Natura will open 6 stores in Mexico and is committed to omnichannel in the country
This will allow the brand to reach customers with consumption habits different from those of direct sales or through e-commerce.
Topics: reach, open, consumers, werner, shopping, physical, located, type, stores, committed, brand, omnichannel, country, natura, mexico.
Omnichannel Explained: Why You Need It and 3 Killer Examples
Omnichannel commerce is taking over. Do a count: How many apps do you have on your phone? How many social media accounts do you engage with? And as you read this, how many internet connected devices are in the room with you? That’s omnichannel. As technology develops, our everyday lives […]
Topics: channels, stellar, marketing, business, customer, online, need, explained, store, brand, email, omnichannel, personalization, examples, facebook.
Omnichannel shoppers punch above their weight, research finds
Half of all transactions in APAC now occur on mobile devices.
Topics: times, mobile, represent, cent, retailers, shoppers, omnichannel, weight, finds, sales, research, customer, punch, shopping.
Omnichannel startup CitiXsys launches Asian foray
Fresh from a US$20 million funding injection, omnichannel-solutions startup CitiXsys plans to open six offices across Asia.
Topics: citixsys, foray, local, business, offices, startup, worlds, asian, today, launches, omnichannel, region, partner, important, asia.
Omnichannel vs. Multichannel Retail: Which is Better for Your Business?
Omnipotent, omniscient, omnipresent… omnichannel. Multiplication, multicellular, multivitamin… multichannel. Based on word association alone, omnichannel retail sounds way cooler and more…
Topics: experience, channels, retail, multichannel, online, product, better, vs, data, omnichannel, customer, customers.
Omnichannel, a key element for the future of commerce in Mexico
If you are a business owner and looking to increase your sales during this pandemic, this interests you.
Topics: key, future, business, payment, different, commerce, omnichannel, physical, digital, element, technology, online, sales, businesses, mexico.
Online retail the ‘silver lining’ in Singapore retail space
The Singapore retail real estate market has weakened amidst the coronavirus pandemic, according to a quarterly market report released by Edmund Tie.
Topics: online, space, singapore, retailers, real, lining, pandemic, omnichannel, cent, sales, edmund, silver, retail.
Picnic is retailer of the year in Germany
Picnic, the popular online-only supermarket from the Netherlands, has won an ecommerce prize in Germany. At the Shop-Award 2019, the company went home with the award for Retailer of the Year. About 200 invited guests came to Munich yesterday evening to witness the presentation of this year’s Shop-Award. This year’s… Continue reading
Topics: jury, shopaward, online, retailer, customer, picnic, readers, best, world, germany, omnichannel, award.
Polish startup Packhelp raises 8.8 million euros
Packhelp, a startup from Poland that allows users to design their packaging, has raised 8.8 million euros in a Series A round. White Star Capital led the investment, while existing investors participated. With the money, Packhelp wants to boost its growth in Europe. The online package customization platform launched in… Continue reading
Topics: star, startup, million, euros, wants, capital, track, packaging, omnichannel, packhelp, white, round, raises, polish.
Pomelo secures RedMart CFO Jim Boland
Bangkok-headquartered omnichannel fashion company Pomelo has appointed Jim Boland, former RedMart CFO, as its new CFO.
Topics: jim, fast, cfo, pomelos, teams, rapid, fashion, redmart, pomelo, growth, secures, omnichannel, boland.
Review site Trustpilot raises €48 million
International review website Trustpilot has raised 55 million dollar – about 48.5 million euros – during a Series E investment round, led by Sunley House. With the fresh capital, Trustpilot wants to strengthen its position as market leader in several countries by investing in marketing, personnel and its technology platform.… Continue reading
Topics: review, omnichannel, reviews, countries, site, million, wants, leader, trustpilot, online, raises, market.
Rinascente launches online store
Italian department store Rinascente has launched its first online store. The ecommerce website is part of parent Central Group’s omnichannel strategy. Rinascente’s online shop is only aimed at Italian customers for now. For a long time, Rinascente has been skeptical of ecommerce. But now, due to the omnichannel plans of… Continue reading
Topics: central, shop, website, department, store, launches, omnichannel, rinascente, online, ecommerce, physical.
Shop Apotheke will launch online marketplace
Shop Apotheke is aiming to grow from 540 million euros to over 700 million euros this year. The online pharmacy wants to achieve this without any major acquisitions, but it does want to launch an online marketplace. Shop Apotheke has become the umpteenth ecommerce company that has decided to launch… Continue reading
Topics: writes, launch, marketplace, apotheke, company, shop, million, omnichannel, online, euros, wants.
Shöpping.at is still in the red
Shöpping.at, the online shopping platform launched by Austrian Post, receives a few hundred orders on a daily basis. The ecommerce platform was launched two years ago, but still hasn’t come out of the red numbers. In April 2017, Austrian Post started with its own online marketplace, called Shöpping.at. The idea… Continue reading
Topics: platform, post, online, retail, pölzl, austrian, shöppingat, marketplace, red, omnichannel, profit.
Square launches Online Store solution in UK
Payments provider Square has announced the launch of Square Online Store for sellers in the United Kingdom. This allows small and medium-sized enterprises to sell both online as offline, with a free starter plan. Square says the online store solution is the first of its products in the UK to… Continue reading
Topics: store, software, launches, online, weebly, guide, sellers, reach, omnichannel, solution, uk, square.
Søstrene Grene opens online store in Germany
This Monday, lifestyle brand Søstrene Grene will launch its online shop in Germany. It will be the first country with an online Søstrene Grene store outside of its home market Denmark. The upcoming launch of the German web shop follows just months after the launch of its first online store.… Continue reading
Topics: opened, store, omnichannel, grene, launch, søstrene, online, stores, germany, shop, opens.
Taking ecommerce innovation to the next level: a Savant eCommerce Barcelona recap
Award-winning marketer and thought leader, Oisin Lunny, recently chaired the Savant eCommerce Barcelona event. Read on for his insightful recap of the two immersive days of networking and learning.
Topics: innovation, director, savant, sales, omnichannel, customer, head, level, digital, experience, ecommerce, taking, recap, barcelona, business, online.
The 2018 Omni-Channel Retail Report: Generational Consumer Shopping Behavior Comes Into Focus
Millennials’ decades in the spotlight are coming to a close in the U.S. Gen Z is the new segment for…
Topics: customer, future, shopping, omnichannel, data, commerce, gen, channels, online, z, consumers, customers, trends, retail, experience.
The Four Pillars of Omnichannel Strategy for 2021 and Beyond
In October 2020, eMarketer increased their 2020 ecommerce retail sales forecast from 20% growth to 30%, making an omnichannel approach…
Topics: retailers, advertising, pillars, strategy, approach, channels, omnichannel, sales, bigcommerce, success, shipping, need, platform.
The Retail Omnichannel Imperative
In 2021 and beyond, successful retailers with physical stores will likely become powerful omnichannel sellers as shoppers choose merchants with superior end-to-end buying experiences. "The reason that omnichannel is critical for retailers in 2021 is because the customer demands it," said Jess Huang, a partner at McKinsey & Company.
Topics: store, retailers, online, company, supply, stores, mckinsey, imperative, physical, retail, shopping, omnichannel.
This shopping season will be different for this reason
What is a fact is that we are currently in a time of transition.
Topics: reason, consumers, different, season, stores, return, longer, buying, shopping, retailers, omnichannel, consumer, research.
Three reasons why Asian retailers are upgrading their e-commerce platforms
There is currently an almost endless array of technologies and innovations that Asian retailers can invest in as they look to future-proof their business.
Topics: ecommerce, retail, investment, invest, retailers, reasons, stores, upgrading, online, asian, technology, digital, platforms, omnichannel.
Top Market-Driven B2B eCommerce Trends of 2021
B2B eCommerce has rapidly been changing over the past few years, and 2021 is no exception. With the disruption of COVID-19, new trends have emerged, and the eCommerce landscape is transforming. B2B companies are implementing new strategies to adapt to a changing market and take advantage of a growing online customer base, characterized by rising mobile usage, new expectations for personalization and self-service, and increasing demand for digital connectivity. Below are some of the major Market-Driven B2B eCommerce trends of 2021, as well as some key calls to action for B2Bs to optimize their eCommerce strategy.
1) M-Commerce is on the rise:
Mobile has continued to transform the B2B landscape, with more and more consumers demanding seamless, aesthetic, and flexible mobile experiences. Rather than simply comparing product offerings and services across businesses in an industry, consumers are increasingly comparing the digital experiences they have had and have come to expect. Google recently partnered with The Boston Consulting Group (BCG) to research how mobile has been impacting B2B customers and organizations. Key data shows that:
Mobile influences an average of over 40% of revenue in leading B2B organizations.
50% of current B2B search queries are made on smartphones, with BCG expecting that figure to grow to 70% by 2020.
Daily mobile usage per B2B worker is expected to increase from 2 hours to 3 hours, driven by millennials, Gen Z, and the increasing use of smartphones by older workers.
More than 90% of B2B buyers reporting a superior mobile experience claim that they would be more likely to repurchase from the same vendor, while only 50% claim so when reporting a poor mobile experience.
The effect of mobile on B2B eCommerce is expected to continue accelerating, with B2B leaders doubling down on mobile commerce to increase engagement, drive traffic, and boost customer loyalty.
BCG characterizes these trends by the emergence of “a new generation of B2B customers” that “look for the same digital experiences they encounter as consumers”. These individuals have become accustomed to using mobile devices for work, value multitasking across multiple devices, and have shifted away from desktops and laptops in favor of smartphones.
Marketers have previously claimed that there is insufficient research to justify prioritization and investment into mobile experiences, citing low mobile conversion rates and poor mobile marketing performances. In reality, while mobile still accounts for a smaller fraction of aggregate sessions on most eCommerce storefronts, B2B mobile leaders are increasingly incorporating M-Commerce into their marketing mix. This has helped them to develop and bolster existing customer relationships, establish their brand for the consideration of prospective clients, and poise themselves to capitalize on the rapid growth of mobile towards reaping future benefits.
BCG explains how slow-moving companies that fail to build mobile-optimized experiences and improve mobile integration are at a serious risk of being left behind. B2B businesses should avoid succumbing to “Mobile Doom Loop” thinking, signalled by:
Doubts surrounding mobile ROI
Fears of mobile underperformance and establishment of a new medium
Prioritizing channels with larger contributors to current traffic
As of 2021, mobile has continued to expand and proliferate the B2B eCommerce space, and its growth will likely extend over the coming years. B2B marketers must boost their mobile efforts to capitalize on this rapid trend. Here are 5 calls to action for businesses hoping to accelerate their mobile integration:
Track buyer experiences across media and devices
Invest into building visual and frictionless mobile experiences for customers
Adapt data collection to a company’s business model and size
Increase mobile advertising while adjusting marketing strategies based on results
Simply the B2B purchase process on mobile, de-emphasizing text in favor of rich media
2) Customers are showing a preference for Digital Self-Service:
B2B buyers increasingly desire control over their eCommerce experiences, with a strong preference for self-service; seamless shopping experiences in their personal lives have shaped their B2B buying expectations. The COVID-19 pandemic has further pushed B2B sales towards self-service, and research shows that digital self-service will likely remain a dominant element of the B2B go-to-market model.
A report published by McKinsey & Company earlier this year detailed results from a global survey, highlighting key takeaways for B2B businesses aiming to adapt their practices in the wake of the pandemic. Results show that:
When asked what kind of interaction was most helpful in choosing a supplier, 47% of respondents preferred some form of online self-service. 25% chose “supplier website”, while 22% selected “online material from supplier”.
When asked what ordering method they preferred, 46% of respondents chose “using a supplier’s website”.
When asked “How do you currently interact with sales reps from your company’s suppliers during the 4 stages of interaction”, an average of 34% of respondents chose digital self-service for the Research, Evaluation, Ordering, and Re-Ordering stages. In comparison, results for 2020 showed an average of only 29% for self-service across all 4 interaction stages, with a 12% increase for self-service in the Research and Evaluation stages.
83% of B2B decision makers feel that the new selling models emphasizing remote interactions and online self-service are as effective as or more effective than pre-COVID-19 models that prioritized direct interactions.
87% of B2B decision makers believe that these shifts in selling models will likely sustain 12+ months after the COVID-19 pandemic.
The results of the report show that in the post-COVID world, B2B customers are shifting towards digital interactions and self-service as their primary means of researching and evaluating products. For B2B manufacturers, enabling customers to perform tasks such as ordering, checking stock inventory, and paying invoices online has collectively lowered service costs. Digital self-serve and remote channels free up businesses’ CSRs and sales representatives for higher value services. As a result, customer relationships are strengthened further, as organizations can now allocate time and resources for when customers truly need support.
By becoming the new standard, self-service has re-vitalized B2B operations and resource allocation, maintaining its majority hold despite certain geographies now reopening in-person operations and direct sales efforts. Research conducted by Forrester supports and enforces this trend, showing that:
53% of customers prefer to gather information online by themselves
59% of customers prefer not to interact with a sales representative
74% of customers believe that buying from a website is more convenient
86% of customers prefer self-service tools to order, re-order, and check order statuses
93% of customers prefer to buy online when they have decided what to buy
Digital self-service has become the new “normal”, dominating the B2B buyer journey and driving B2B manufacturers towards implementing customer self-service portals. Here are 5 calls to action for B2B organizations hoping to re-engineer their sales efforts towards digital self-service:
Integrate eCommerce catalogs with rich media, including photos, videos, interactive content, product comparison features, and various self-service tools to support the research and evaluation stages.
Provide responsive interfaces and intuitive commands that help buyers save time during the ordering and re-ordering stages.
Implement customer self-service portals with the optimal ERP-integrated solution, enabling post-order care that supports independent tracking, invoices, and payment.
Adopt an Agile approach and apply it to self-service digital solutions, empowering adaptability, flexibility, and speed when the digital transformation process.
Incorporate the voice of the customer while developing self-service digital solutions, gathering feedback to address customer needs and realize requirements prior to rollout.
3) Omnichannel Experiences are the new standard:
When given the choice of in-person, remote, and e-commerce channels, buyers have expressed the desire for all three. Omnichannel retailing has become a cornerstone of global B2B sales, establishing itself as the new standard, not the exception.
The COVID-19 pandemic has anchored omnichannel interactions in B2B sales, with businesses realizing the importance of omnichannel to centralize various sales channels and customer relationships together. The rise of M-Commerce and mobile, increased social media engagement, and consumer’s growing affinity for self-service have all emphasized the importance of B2B businesses establishing a cohesive omnichannel experience.
McKinsey published a report earlier this year highlighting the growing impact of omnichannel on B2B sales. Data shows that:
Approximately 80% B2B leaders say that omnichannel is as or more effective than traditional methods
83% of B2B leaders believe that omnichannel selling is a more successful way to prospect and secure new business than traditional sales approaches
85% of US B2B leaders claimed that new omnichannel-based sales models were equally as effective or more effective than previous sales models, indicating a 43% increase compared to the previous year
20% of B2B buyers said that they would be willing to spend more than $500,000 in a fully remote/digital sales model
11% of all B2B buyers would spend more than $1 million in a fully remote/digital sales model
64% of B2Bs intend to increase the number of hybrid sellers over the next six months
85% of B2Bs expect hybrid sellers will be the most common sales role in their organization over the next three years
Omnichannel is only expected to grow over the coming years, already proving to be as or more effective than traditional sales methods. This pattern has held true across various geographies, industries, and markets, prominent in countries such as South Korea, Spain, China, and the USA. B2B leaders are confident that investing in and expanding on omnichannel experiences will lead to greater success in a post-pandemic world, reflected by increased expenditure in IT hardware, software, and digital marketing, all directed at optimizing omnichannel retailing.
As the rate of digitization increases across various industries, it is imperative that B2B manufacturers boost their digital infrastructure to keep up with the trend towards omnichannel. McKinsey’s report also highlights two key go-to-market changes that are driving the hybridization of sales models in B2Bs:
First, although 95% companies expect to be able to connect with customers in physical locations by the beginning of 2022, only 15% of B2Bs expect in-person sales meetings to be the norm.
Second, with buyer interest and comfort in digital sales rising, e-commerce has become the most popular route to market for B2Bs, with 41% of leaders saying that it is their most effective sales route.
To effectively capitalize on the expansion of omnichannel and maximize its power, B2B organizations must first overcome some key challenges and pain points. Investment into effective infrastructure, facilitating hybrid selling, and adapting to remote operations are all important steps. Here are 3 calls-to-actions:
Make remote interactions feel intimate, genuine, and effective, providing proofs of concept, digital demos, and clear visual representations that provide an equal or superior level of insight to physical walk-throughs.
Innovate sales approaches using customer feedback, data, and consumer insights to ensure that digital transactions are not a zero-sum game
Adopt an Agile approach to facilitate quick and improved pivoting of resources
4) B2Bs are leveraging Marketplaces:
Marketplaces have been a major part of B2C eCommerce sales for years, but rapid digitization, changes in consumer preferences, and the effects of COVID-19 have led to accelerated B2B eCommerce sales via online marketplaces. In fact, B2B marketplaces are one of the fastest growing eCommerce channels, with digital sales expected to more than double over the next year.
Marketplaces have helped customers to save time and money during the Research and Evaluation stage of their buyer journeys and find a greater variety of solutions to satisfy broad needs. Furthermore, marketplaces have enabled B2B customers to enjoy streamlined shopping experiences that facilitate comparison shopping, a greater sense of security, and an overall superior user experience.
B2B marketplaces have exploded in popularity, and key analysis from a report published by Digital Commerce 360 highlights the effects of this trend:
There are now 250 B2B marketplaces, in comparison to only 70 B2B marketplaces two years ago.
Collective digital sales on commercial trading platforms and industry marketplaces will grow by 130% to $56.5 billion.
Marketplaces will account for 3.5% of all business eCommerce sales.
Furthermore, Gartner predicts that over 15% of medium-to-high-gross eCommerce brands will have deployed their own marketplaces by 2023, and 70% of all marketplaces launched by 2023 will support B2B transactions. Demand for B2B-ready marketplace management software is expected to rapidly increase in line with these trends, and it is vital that B2B manufacturers take advantage of marketplaces to further their sales.
Here are 3 calls-to-action for B2B organizations looking to leverage marketplaces:
Find and implement an effective B2B marketplace management software to facilitate the use of and expansion into digital marketplaces
Use marketplaces to build relationships with prospective clients, improve personalization efforts, and support customers during their buyer journey
Find the right marketplaces and establish your brand identity early, helping your business gain a competitive edge, differentiate your products and services, and improve your marketing efforts
2021 and Beyond:
B2B eCommerce showcased new opportunities and high growth in 2021. These are just some of the market-driven trends that represent how B2B companies are adapting to the changes caused by COVID-19, providing customers with fresh digital experiences, and leveraging new technology to deliver on buyers’ expectations. Check out our articles on the Biggest Technology-Driven and Biggest Customer-Driven B2B eCommerce Trends of 2021 to learn more about how 2021 has solidified B2B eCommerce in various industries and how B2Bs can form a new path forward.
Topics: digital, b2b, omnichannel, selfservice, sales, mobile, customers, marketdriven, experiences, trends, marketplaces, ecommerce.
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Topics: strategy, boost, inditex, zara, inditexs, billion, isla, brands, parent, online, firms, cent, omnichannel, helps, sales, million.
‘Ecommerce in Germany worth 58.8 billion in 2019’
Ecommerce in Germany is forecast to be worth 58.5 billion euros by the end of 2019. This would mean an increase of about 9 percent, and 5 billion euros, compared to the situation at the end of last year. The forecast comes from Handelsverband Deutschland (HDE), which writes that this… Continue reading
Topics: increase, situation, online, billion, omnichannel, shoppers, spend, worth, germany, ecommerce.