One brand, many channels: Create a seamless experience

Seamless omnichannel experiences are a must-have in the competitive world of retail. Customers expect consistency across in-store and online experiences. And if they don’t get it? They’ll likely go elsewhere.

To help merchants smooth out the omnichannel path, we asked IDC Research to conduct a survey of 8,000 European consumers and more than 700 merchants ranging from small and medium-size businesses (SMBs) to large enterprises, across multiple categories.¹ The survey found that whilst 90% of merchants recognise omnichannel consistency as a top business objective, they’re falling short when it comes to customer needs. ²

Take shopper expectations for consistent payment experiences (87%) and loyalty perks (78%).³ Merchants appear to under-prioritise them both, with only 66% prioritising consistency and 57% focusing on perks. ⁴

Omnichannel payment solutions that deliver consistency and loyalty perks can be a simple way for merchants to better meet shopper expectations and increase conversion.

Barriers to a seamless omnichannel experience

The IDC survey found that merchants face these top 3 challenges with omnichannel operations:

1. Removing inconsistent payment options across channels ⁵
2. Ensuring seamless cross-channel customer support ⁶
3. Maintaining consistent branding and a consistent user interface ⁷

Merchants that want to overcome these challenges are choosing checkout solutions that work across channels:

• NFC solutions for in-store tap to pay (76%) ⁸

• Cross-channel cashback and rewards programmes (74%) ⁹

• Fraud management tools for consistent security (68%) ¹⁰

• Integrated digital wallets and payment options (64%) ¹¹

• AI solutions for omnichannel commerce (63%) ¹²

• Unified online and in-store payment acceptance (61%) ¹³

• Streamlined operations and reporting (57%) ¹⁴

• Connected POS systems (56%) ¹⁵

Innovative choices can help merchants to keep up with today’s consumers and prepare for the future of payments. Unified and streamlined checkout and payment tools will help you to be ready for tomorrow’s customers.

Your plan for omnichannel success

Are you meeting expectations for your business’s shopping journey? A customer-friendly omnichannel experience starts with:

• Consistent payments: choose an omnichannel payment solution with real-time visibility across web, app, in-store, and mobile environments.

• Consistent security: create strong fraud protection and security measures that operate behind the scenes, without slowing down your shoppers.

• Consistent data: unify customer information across channels to enable personalised experiences throughout the customer journey.

• Consistent loyalty programs: allow shoppers to earn and spend points across channels.

Delight shoppers on every channel, every time

Seamless checkout experiences can help to grow your business. That’s true now. And it will be true as payments evolve and shoppers want even more checkout choices from their favourite brands. Learn more about how to create a consistent omnichannel experience.