5 Tips for Holiday Omnichannel Success

The most important aspect of the customer experience is delivering options and a consistent approach to shoppers — i.e., letting them choose how they want to shop. Retailers could introduce incentives to brick-and-mortar and digital staff referring consumers across channels, including in-store signage, ads highlighting availability of products or via mobile channels. Also, reviewing return/exchange policies wouldn't necessarily result in wholesale changes, but could provide more exceptions to make customers happy.