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What are the best ways to incentivize customers to shop both your online and offline stores?

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In today's competitive retail environment, you need to offer your customers more than just great products and prices. You also need to create a seamless and engaging shopping experience that connects your online and offline stores. This way, you can increase customer loyalty, retention, and sales across both channels. But how do you incentivize customers to shop both your online and offline stores? Here are some of the best ways to do that.

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Indrajit Sahoo

Customer & Value Pricing Strategy, Commercial Excellence I Global Head Sales & Business Development I Co-Founder I…
Vinod Kumar

CEO - Syntheum AI | via Salesforce, Demandware, Allurent | Proud Small Business Owner
Oliver Doleschal

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1 Offer omnichannel rewards

One of the most effective ways to incentivize customers to shop both your online and offline stores is to offer them omnichannel rewards. This means that they can earn and redeem points, coupons, or discounts across both channels, regardless of where they make their purchases. For example, you can give them a free shipping code for their next online order if they spend a certain amount in your physical store, or vice versa. You can also let them access their rewards account online or offline, so they can check their balance, track their progress, and redeem their rewards easily.

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Indrajit Sahoo

Customer & Value Pricing Strategy, Commercial Excellence I Global Head Sales & Business Development I Co-Founder I Board Member I Cancer Care I INSEAD I LSE I CEMS I LinkedIn Top Voice Healthcare Management
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The on-invoice and off-invoice discount plays a major differentiating factor for the customer in omni channel strategy. Because it drives customer loyality and that makes the acquisition cost even lower.

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Vinod Kumar

CEO - Syntheum AI | via Salesforce, Demandware, Allurent | Proud Small Business Owner
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Omnichannel rewards is quickly becoming table-stakes experience for consumers. You don't need to go far to see good examples of this. Starbucks is a good example of omni-channel rewards strategy. In fact, any local coffee shop running on Square or Toast, that also leverages their built-in Loyalty capability would support this as well. Typically using either email or phone number as the identifying key, a delivery order for a cappuccino and a sandwich would earn you the same rewards as an in-store order. Redemptions have a similar experience.

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Oliver Doleschal

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Provide a seamless shopping experience. Customers should be able to order items online and then pick them up in a store or vice versa. This makes it easier for customers to shop and makes it more likely that they will buy from your business. Offer benefits for both channels. Customers should be encouraged to shop in both channels by offering them benefits such as discounts, free delivery or loyalty points. This can motivate customers to choose your business even if they only want to shop in one channel. Connect the online and offline worlds. Use technologies such as augmented reality and virtual reality to connect the online and offline worlds. This can offer customers a more immersive shopping experience.

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2 Provide convenient pickup and return options

Another way to incentivize customers to shop both your online and offline stores is to provide them with convenient pickup and return options. This means that they can choose to buy online and pick up in store, or buy in store and ship to home, depending on their preference and availability. This way, you can save them time, money, and hassle, while also driving more foot traffic and online traffic to your stores. You can also make it easy for them to return or exchange their items across both channels, so they can enjoy a hassle-free shopping experience.

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Vinod Kumar

CEO - Syntheum AI | via Salesforce, Demandware, Allurent | Proud Small Business Owner
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A pre-requisite for operationalizing BOPIS and BORIS is to enable cross-channel inventory visibility. This is tough to pull-off, technically speaking, and retailers need to have a strong partnership with their technology allies to execute this. Good examples include - ASICS, Marathon Sports and Skechers. You can find a product online that fits your needs while also checking its availability in stores near you.

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3 Create exclusive online and offline offers

A third way to incentivize customers to shop both your online and offline stores is to create exclusive online and offline offers. This means that you can offer them special deals, discounts, or products that are only available on one channel, and encourage them to check out the other channel for more benefits. For example, you can offer them a limited-edition product that is only available in your physical store, or a flash sale that is only available on your website. You can also use email marketing, social media, or mobile apps to promote these offers and drive more traffic to both channels.

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Dillon May

Sales Development @ Dayforce | TMU Retail Management Graduate
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Creating a sense of exclusivity and FOMO is important when incentivizing your customers to become omni-channel customers. Special promotions such as exclusive products, loyalty rewards, or savings is a way to do this. A great example of this is Sephora's Beauty Insider program. They have recently a gamification process by which customers can earn rewards points by completing different activities such as BOPIS, experiencing a service in-store, or buying a specific product. This creates a desire to complete each task to earn as many free rewards points by completing ALL tasks whether it is through a brick-and-mortar channel or online.

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4 Personalize the customer journey

A fourth way to incentivize customers to shop both your online and offline stores is to personalize the customer journey. This means that you can use data and technology to tailor your marketing, merchandising, and service to each customer's preferences, behavior, and history across both channels. For example, you can use online data to send them personalized emails or ads based on their browsing or purchase history, or use offline data to offer them relevant recommendations or coupons when they visit your physical store. You can also use loyalty programs, surveys, or feedback forms to collect more information about your customers and improve your personalization efforts.

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5 Enhance the online and offline experience

A fifth way to incentivize customers to shop both your online and offline stores is to enhance the online and offline experience. This means that you can use design, technology, and innovation to make your online and offline stores more attractive, interactive, and convenient for your customers. For example, you can use virtual reality, augmented reality, or live chat to create a more immersive and realistic online shopping experience, or use digital signage, kiosks, or mobile devices to create a more connected and seamless offline shopping experience. You can also use social media, user-generated content, or gamification to create a more engaging and fun online and offline shopping experience.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to incentivize customers to shop both your online and offline stores?

1

2

3

4

5

6

1 Offer omnichannel rewards

2 Provide convenient pickup and return options

3 Create exclusive online and offline offers

4 Personalize the customer journey

5 Enhance the online and offline experience

6 Here’s what else to consider

Retail Sales

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What are the best ways to incentivize customers to shop both your online and offline stores?

1

2

3

4

5

6

1 Offer omnichannel rewards

2 Provide convenient pickup and return options

3 Create exclusive online and offline offers

4 Personalize the customer journey

5 Enhance the online and offline experience

6 Here’s what else to consider

Retail Sales

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