Try as you might to entice customers to download your app or visit you on the web, people don’t self-identify as online shoppers or mobile users. People shop in the way that’s most convenient for them at the time, whether that’s on their smartphone, tablet, or in a physical store.
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To get new customers and satisfy existing ones, you need to adopt smart omni-channel practices. An analysis by MasterCard found that omni-channel drives higher spending at retailers than online or in-store shopping alone, and brands that are optimising the customer experience across multiple channels are reaping the benefits.
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