Omni-channel retail journey & CX scenario
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
As the consumer engages with the brand across multiple touch points that traverses an omni-channel retail footprint, the key challenge for retailers is to deliver a seamless shopping experience from beginning ➜ end
