How to Use Omnichannel to Reach More Customers and Drive Revenue

Are you losing customers because your business isn’t meeting them where they are—online, in-store, or on their smartphones? Ever felt like your business is speaking a dozen different languages to the same customer—on different platforms—without actually being heard?

You’re not alone. Every brand wants to be everywhere their customers are—but not every brand knows how to connect those touchpoints into one seamless, unforgettable experience. 

And that's the problem. Today’s consumers are savvier than ever, seamlessly switching between devices, channels, and touchpoints, expecting a flawless experience every time. 

Imagine a world where your customers can browse online, check in-store availability, pick up their order the same day, or return it anywhere—all without a hitch. Sounds like a dream? This is the power of omnichannel strategies, and it’s transforming retail as we know it.

 In this blog post, we’re diving deep into why omnichannel is no longer a “nice-to-have” but a must-have for businesses aiming to thrive in 2025 and beyond. We’ll unpack the stats, explore the benefits, and show you how automation can make omnichannel a reality for your enterprise. 

Ready to stop losing customers in the sea of online and offline shopping platforms—and start building loyalty? 

Let’s get started.

Omnichannel Is No Longer Optional

Back in the good old days (pre-2020), omnichannel was often filed under “maybe later.” Then came the COVID-19 pandemic—and everything changed. Shoppers went digital overnight. Brands that could meet their customers on every channel didn’t just survive—they thrived.

Suddenly, it wasn’t enough to have a great store or a decent website. You had to connect it all—every message, every touchpoint, every fulfilment method—into one cohesive experience.

And the brands that did? They now enjoy up to 89% customer retention compared to just 33% for those with weak or no omnichannel strategy. That’s not a small bump—that’s a massive moat around customer loyalty.

What Omnichannel Means in Today's Market

The term “omnichannel” gets thrown around a lot, but what does it actually mean for retailers today?

Omnichannel doesn’t mean “multi-platform.” It’s not about just having a website and a store and a social media account.

Omnichannel means your customer’s experience is connected across every touchpoint—whether they’re browsing your app on the train, chatting with your bot at midnight, or walking into your store at noon.

In retail, omnichannel fulfilment now includes:

• Buy online, ship to store: Customers order online and have items delivered to a nearby store for pickup.
• In-store inventory visible online: Shoppers can check real-time stock before visiting.
• Buy in-store, ship to customer: No stock in-store? Ship it directly from another location.
• Buy online, pick up in-store: Convenience meets speed.
• Ship from store: Turn brick-and-mortar locations into mini-fulfillment centers.
• Reserve online, pick up in-store: Secure items before heading to the store.

These processes aren’t just conveniences—they’re expectations. And meeting them can make or break your business.

The goal is not longer just to be present on multiple channels—it's about delivering a consistent, customer-first journey across all those channels. Which means, each of these systems have to talk to each other. And more importantly—each one listens to the customer.

The Numbers Don’t Lie

Still wondering if omnichannel is worth the investment? Let’s talk hard facts:

• 74% of customers research online before stepping into a physical store.
• Meanwhile, 55% of consumers still love the tactile experience of in-store shopping, even if they complete their purchase online.
• 67% expect to buy online and pick up in-store.
• Mobile commerce will account for 40.4% of all ecommerce sales in 2024.
• Mobile will represent 10.4% of total retail sales by 2025.
• Companies using 3+ channels in campaigns see a 494% increase in order rates.
• Multichannel customers spend 4X more than in-store-only customers—and 10X more than digital-only ones.

This means that the more channels you master, the more money your customers will spend with you. Full stop.

The Shift From Multi-Channel to True Omnichannel

In the early days of digital transformation, it was enough to be present on a few channels. Facebook here. A Shopify site there. Maybe a chatbot for good measure. But today’s customers? They expect more. A lot more.

They want to seamlessly switch devices, channels, and contexts without missing a beat. They want their cart remembered. Their preferences are saved. Their issues were resolved once, not three times by three reps on three channels. In fact, 98% of Americans switch between devices in the same day, and 89% of customers get annoyed when they have to repeat themselves to multiple service agents.

If that sounds exhausting—well, it is. But that’s also the opportunity. The companies who get this right are seeing:

• 9.5% increase in annual revenue
• 7.5% decrease in cost per contact
• 30% higher customer lifetime value

And yet... only 11% of companies report having a sophisticated omnichannel system in place. That means 89% of companies are leaving money on the table—and leaving customers out in the cold.

The Game-Changing Benefits of Omnichannel Strategies

Let’s break down why omnichannel isn’t just a trend but a transformative strategy for your business. Here are the key benefits that can propel your enterprise to new heights.

Benefit 1: Skyrocketing Customer Retention

Customers are loyal to brands that make their lives easier. Omnichannel strategies deliver by ensuring a seamless experience across every channel. Whether a customer is browsing on their phone, shopping in-store, or contacting customer service, they expect consistency. 

Benefit 2: Boosted Revenue and Profitability

Omnichannel isn’t just about keeping customers—it’s about growing your bottom line. Why? Because omnichannel shoppers engage more frequently and spend more per transaction. 

Benefit 3: Enhanced Customer Experience

In today’s retail landscape, customer experience is king. Omnichannel delivers by ensuring every touchpoint—from product discovery to purchase to returns—is seamless and consistent.

Benefit 4: Increased Operational Efficiency

Omnichannel isn’t just customer-facing—it streamlines your operations. By integrating channels, you reduce redundancies and optimize processes like inventory management and order fulfillment. For instance, ship-from-store models turn physical locations into mini-distribution centers, moving slow inventory and boosting margins. Meanwhile, in-store pickup drives foot traffic, increasing the chance of additional sales.

Automation plays a key role here. Tools like order management systems (OMS) and digital asset management (DAM) platforms provide real-time inventory visibility and streamline content delivery across channels. This cuts down on manual work, reduces errors, and ensures your team focuses on high-value tasks.

Benefit 5: Better Resource Allocation

Omnichannel strategies optimize your resources—time, staff, and inventory. By automating processes like inventory tracking or content distribution, you free up employees to focus on strategic tasks like customer engagement or product innovation. An OMS, for example, acts as a central hub for inventory, ensuring items are available where customers need them, whether online or in-store.

Benefit 6: Improved Customer Service

Customers hate repeating themselves. Omnichannel fixes this by centralizing customer data, ensuring every interaction—whether via chat, phone, or in-store—picks up where the last left off. This creates a smoother, more personalized experience that builds trust and loyalty.

Benefit 7: Scalability for Growth

As your business grows, so do your challenges. Omnichannel strategies scale effortlessly, allowing you to handle increased demand without proportional increases in effort. Automated systems like DAM platforms ensure consistent content delivery across channels, while OMS solutions manage inventory and orders at scale.

Benefit 8: Data-Driven Decision Making

Omnichannel strategies thrive on data. By storing customer information across channels, you gain real-time insights into behavior, preferences, and trends. This empowers smarter decisions, from inventory stocking to personalized marketing.

Real-time data helps you spot opportunities, adapt to market shifts, and stay ahead of competitors. It’s not just about reacting—it’s about anticipating.

Benefit 9: Competitive Advantage

In a crowded market, omnichannel is your edge. By delivering a seamless, customer-first journey, you stand out. 

Omnichannel isn’t just about keeping up—it’s about leading. Brands that master it see higher engagement, loyalty, and revenue, leaving single-channel competitors in the dust.

Benefit 10: Innovation Through Automation

Omnichannel strategies rely on automation to deliver consistency and efficiency. Tools like DAM platforms centralize content, ensuring every channel reflects your brand’s voice. Meanwhile, OMS solutions streamline inventory and fulfillment, reducing manual work. This frees up resources for innovation—whether it’s developing new products, enhancing customer experiences, or exploring new markets.

By automating routine tasks, your team can focus on creative, high-impact projects. It’s a shift from maintenance to growth, positioning your business as a leader in retail innovation.

Why Most Brands Fail at Omnichannel

While the benefits are clear, omnichannel isn’t without hurdles. Legacy systems, fragmented data, and manual processes can make implementation costly and complex. 

In other words, many brands want omnichannel. Few actually do it well. Why? Because they hit these five roadblocks:

1. Endless Aisle Inventory Failures

The goal of endless aisle is to provide a seamless view of inventory across all locations, allowing customers to order out-of-stock items via POS or mobile devices.

Really, it's any retailer's dream to sell anything, anywhere. But fragmented warehouse systems, outdated POS software, and siloed inventory data make this nearly impossible. Too often, staff are still manually calling stores to find products.

What’s needed: A centralized Order Management System (OMS) that gives full visibility into inventory across all locations. With the right implementation, the process of locating, reserving, and shipping items can be automated, delivering a seamless customer experience.

2. In-Store Pickup Limitations

In-store pickup drives traffic and boosts satisfaction and is great in theory. But if only 50% of web inventory is available in-store, your "pickup" promise quickly breaks down. And let’s not forget—this is your chance to upsell once the customer walks in.

What’s needed: Smarter inventory forecasting + geolocation routing for fulfillment. Automation tools like OMS integrate online and in-store inventory, ensuring customers see accurate stock levels. Automated notifications streamline the pickup process, enhancing convenience.

3. Ship-from-Store Logistics

Shipping from stores is perfect for moving slow stock or boosting delivery speed. But splitting orders across stores leads to higher costs and chaos. Retailers with varied inventory struggle to maintain efficiency.

What’s needed: SKU-level intelligence that syncs inventory, shipping, and margins in real time. Automation optimizes order routing, prioritizing stores with consistent inventory. Machine learning can predict demand, ensuring the right products are available where needed.

4. Cross-Channel Returns

It’s what customers want: buy online, return in-store. But most retailers can’t resell “online only” returns. Without centralized systems, many stores simply ship them back to the warehouse (bye-bye margin).

What’s needed: Unified product databases + employee training + OMS-powered in-store processing. An OMS centralizes inventory and order data, streamlining returns. Automation ensures returned items are quickly restocked or redistributed, maximizing profitability.

5. Same-Day Delivery Economics

Everyone loves the idea. Few can afford the labor and logistics. Cost per order? Often $15–$20 just for delivery. Limited local inventory further complicates execution.

What’s needed: Hyperlocal delivery hubs + dynamic inventory pools + realistic expectations on who your “need-it-now” customer really is. Automation optimizes delivery routes and prioritizes local stock. As demand grows, tools like AI can forecast same-day needs, balancing cost and customer satisfaction.

The Role of DAM in Omnichannel Success

At the heart of omnichannel success is consistency. Your brand message. Your product content. Your marketing visuals. They need to be the same—regardless of device, platform, or location.

That’s where Digital Asset Management (DAM) comes in.

Instead of scattered folders and Dropbox drama, a DAM platform gives you:

• One centralized content library
• Seamless access across teams, tools, and channels
• Automated workflows for campaigns
• Faster time to market
• Brand consistency without micromanagement

The result is that the DAM centralizes all brand content, from images to videos to product descriptions. So with a DAM, your team can:

• Streamline content delivery: Ensure consistent messaging across channels.
• Automate marketing processes: Schedule and distribute content effortlessly.
• Enhance collaboration: Provide all teams access to a single source of truth.
• Personalize experiences: Use customer data to tailor content in real time.

By automating content management, DAM platforms save time, reduce errors, and ensure your brand shines across every touchpoint. It’s the backbone of a scalable, customer-first omnichannel strategy.

The bottom line is that DAM makes omnichannel marketing actually possible without giving your marketing team a nervous breakdown.

Conclusion

The problem is clear: customers demand seamless, flexible, and consistent experiences across every channel, but many businesses are stuck in the single-channel past. 

This disconnect costs you customers, revenue, and growth opportunities. 59% will switch to competitors for a better experience, and 80% will leave after repeated frustrations. Meanwhile, omnichannel customers, though just 7% of your base, drive 27% of sales.

This blog post has shown how omnichannel strategies transform retail by boosting retention, revenue, and efficiency. From 89% customer retention to 494% higher order rates, the stats don’t lie. 

Automation tools like OMS and DAM platforms overcome challenges like inventory visibility and content management, making omnichannel accessible for businesses of all sizes. Benefits include skyrocketing loyalty, enhanced customer experiences, and the scalability to grow without breaking a sweat.

The era of omnichannel is here, and it’s time to act. Omnichannel is no longer an “advanced” strategy—it’s the minimum standard. And with modern tools like DAM platforms, automation, and smart inventory systems, you don’t have to be Amazon to compete like one.

Don’t let outdated systems or manual processes hold you back. Invest in automation, integrate your channels, and deliver the seamless experience your customers demand.