With the many digital tools available at their fingertips, customers’ expectations for speed, reliability and service in their shopping experiences has reached new heights. Increasingly, shopping doesn’t just take place in store or online — customers are combining both channels to create an ideal hybrid shopping experience. In the US, omnichannel shopping — where customers discover and purchase products across multiple channels and platforms, often both online and offline — has grown by 50% since the start of the pandemic.1
Mobile and social media platforms are key drivers of this trend. Two-thirds (66%) of global shoppers say that their mobile device has become their most important shopping tool.2 Across the globe, 63% of shoppers say that they discover new apparel brands or items on social media.3
In order to meet customers’ expectations at every step along their journey, removing friction from discovery to consideration to purchase (and beyond) is essential, no matter what device they’re using or in what environment they’re shopping. Below are some tips to creating a seamless shopping experience from first tap to unboxing: