Omni-channel retail journey – Scenario 1
In this scenario, the consumer chooses to start their retail journey with an online product research ➜ in-store / in-person product evaluation (experiential retailing) ➜ online ordering (for online-only special SKU/pricing) payment & fulfillment ➜ online refill/subscription ordering (repeat purchases) ➜ phones customer support for returns/exchange policy & process information ➜ returns/exchanges the product in-store
