5 Tips to Grow Market Share in an Omnichannel Retail Environment

2. In-store experience is critical: The in-store experience is critical for retaining customers at brick-and-mortar locations. Our findings emphasized that customers expect good customer service. Having knowledgeable and empowered associates with well-defined policies and procedures to complete a sale are key to creating satisfied customers. We asked shoppers to rate their top in-store frustrations, and their top complaint was products being out of stock. Additional comments were on prices not being clearly marked or retailers not matching online pricing. Being consistent and honest with consumers is essential when it comes to pricing and product availability. These may seem like basics, but getting the basics right is critical for an effective in-store experience.