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CB Questions Do consumers want omni-channel consistency?

Do consumers want omni-channel consistency? 1

Is omni-channel consistency really what consumers are looking for when they shop?

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MikeWalsh(GlobalFutu
MikeWalsh(GlobalFutu
US
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Dec 06, 2024 2:46 pm EST
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While some level of omni-channel consistency is critical, such as consistent logos, inventory, pricing, and customer service, it's not the only thing consumers want. Retailers of the future should take highly segmented approaches to their different channels. Success lies in differentiating how these channels serve the customers, rather than striving for uniformity across all platforms.

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