What ‘Webrooming’ Means for Retailers

By adapting customer experiences and improving their ability to serve customers across multiple channels, retailers can leverage webrooming as a way to generate greater levels of satisfaction and loyalty.

2. Break down organizational silos. One of the biggest challenges retailers face in adapting to the new multichannel expectations of consumers is breaking down the internal organizational silos that prevent the delivery of a seamless customer experience. For example, e-commerce, marketing and in-store operations should no longer be viewed as separate divisions within the retail organization. Consumers view them as one brand.