Winning the Omnichannel Retail Arms Race: 5 Keys to Success in 2013 and Beyond

How could this retailer's web storefront not know what its brick-and-mortar storefront had already sold me? Does my business mean so little to this retailer that it doesn't care what kind of experiences I have with the brand?

You've probably had similar experiences and thoughts. They're not uncommon, as many retailers run siloed and disconnected systems for e-commerce, in-store sales, call centers and back-end enterprise resource planning. These systems were designed to support the old retail world in which customer relationships consisted of one-channel conversations between businesses and consumers.