total retail

[Total Retail] Brick-and-Mortar Retailers’ Secret Weapon: Unified Commerce

Almost every retailer has an app, website, brick-and-mortar presence, mobile and email promotions, and more. This is the age of omnichannel. However, the channels are not always unified, which can mean a confusing and disorderly shopping experience for the customer. Wiser’s VP of Customer Success, Kathleen Egan, shares her thoughts on “unified commerce” and how focusing on unifying all channels can create a better customer experience.

Here’s a preview of what you’ll find in Brick-and-Mortar Retailers’ Secret Weapon: Unified Commerce:

“A full unified commerce experience typically includes at least three channels: a frictionless e-commerce website, a mobile-optimized version or app, and a differentiated in-person, live experience that consumers will remember and revisit. Of course, these channels must work together seamlessly and deliver a consistent brand experience.

Consumers expect pricing to be transparent, if not consistent wherever the brand is sold. If a shopper sees an item online first, but they’d like to see it, touch it and try it out before purchasing, they might be alarmed to find it marked up an extra $20 in-store. This can break customer trust.”

Read the Full Article Here

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Min-Jee Hwang

Min-Jee is the former Director of Marketing at Wiser. She has extensive experience working with SaaS companies and holds a BA from Carnegie Mellon University and an MBA from NYU Stern.

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