Multichannel Commerce: Creating Loyalty in the New Era of Syndicated Commerce

1. Focus on customer experiences first. Drive relevancy through targeted, personalized experiences delivered consis-
tently across all channels. Shoppers' expectations of a robust, rich, informative, responsive and personalized experience applies whether they're shopping online, via their mobile phone, responding to a transactional email, visiting a store or interacting with a customer service representative. First and foremost, build an integrated central customer database that provides complete customer history and preferences. Use this history to inform personalized emails, mobile promotions and on-site experiences.