2017 Holiday Omnichannel
Mobile | Social | Stores
Expectations were that Amazon would dominate the holiday season and they did not disappoint. All eyes were on the competition as it was imperative that the top retailers excel across all channels by delivering a strong season and setting themselves up to thrive in 2018. Astound Commerce took an omnichannel approach to assessing retail performance knowing the stakes were high and that consumers were more demanding than ever before.
An in-depth analysis of 25 critical retailers or
specialists whose categories make a strong
contribution to holiday shopping.
American Eagle Outfitters
Barnes & Noble
Bed Bath & Beyond
Crate and Barrel
DICK’S Sporting Goods
The Home Depot
Toys ”R” Us*
*no app **no retail store ***no social presence
Performance evaluation in 3 distinct channels
including brick and mortar stores, mobile
(web & app) and social
We sought to answer six key questions to evaluate and score
each retailer’s viability customizing the keys and corresponding
metrics to match the unique elements of each channel
How inspiring is the shopping?
How rich is the content?
How promotional is the experience?
How service-oriented is the retailer?
How efficient is the overall experience?
How omnichannel is the retailer?
The Bottom Line
Engaging, efficient, well-executed customer-centric experiences across all channels is a mandate for delighting customers and delivering results.