3 in 4 retailers have a cross-channel strategy (51%) or are working towards one (24%), according to December 2012 survey results from Retail TouchPoints (RTP). Among those with a strategy in place, a leading 45% say it has improved their business by improving loyalty, while others see benefits such as increased brand interactions (38%), improved customer retention (31%), and increased basket size (27%).
Still, creating a seamless cross-channel experience that can provide these benefits is a difficult proposition. In a November report, RSR Research found that when asked to name their top 3 operational challenges, a leading 59% of multichannel retailers surveyed pointed to coordination with other channels to create a seamless brand experience. Read the rest at MarketingCharts.
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