Top 55 Omnichannel Marketing Statistics for Marketers [2024]

Customers have their individual preferences when it comes to patronizing your brand, products, or services. For example, while some want to shop via Instagram, others may prefer Facebook. Similarly, while some prefer email communications, others would rather visit your website. 

As a marketing professional or business owner, you must leverage omnichannel marketing statistics to stay on top of your marketing game. The insights from these data will help you ensure your customers enjoy a seamless experience across all platforms. 

In this article, we’ll delve into the latest omnichannel statistics you should know so you can choose marketing strategies that will maximize your brand’s profit. 

Let’s get right into it! 

Omnichannel Marketing Growth Statistics

During the COVID-19 pandemic, the omnichannel industry experienced a major boom, and it has been on the rise since then. 

Check out the statistics on how the industry has grown and what it’s worth below:  

1. By the end of 2023, the value of the global omnichannel retail market is expected to be $5.36 billion.

2. This market is projected to have a compound annual rate of 19.20 percent to reach a whopping $21.86 billion in 2032.

3. In 2021, one in every two e-commerce professionals in North America and Europe agreed that omni-channel strategies are very important.

4. In 2022, social commerce sales will hit $45.74 billion, as estimated by eMarketer.

5. Zara experienced a 74 percent boost in online sales by adopting omnichannel retail marketing in the first half of 2020.

6. The customer retention rate of companies with omni-channel customer engagement is about 89 percent. On the other hand, weak omni-channel companies have a retention rate of 33 percent.

7. Companies with excellent omnichannel customers record a 9.5 percent increase in their annual revenue. 

8. Research has also shown that top omnichannel brands see a 7.5 percent decrease in cost per contact yearly.

9. According to Touchpoints Omnichannel marketing stats, the livestream market in the US will hit $35 billion in sales by 2024.

The boom in social media shopping and e-commerce is a primary driver in omnichannel growth. As long as they are increasing, expect the same for omnichannels. 

Omnichannel Marketing Revenue and ROI Statistics

Business owners that have adopted omnichannel strategies have experienced greater sales and revenue for their brands. Here are facts that prove this claim:

1. Omnichannel campaigns with three channels have a purchase rate that is 287 percent higher than that of single-channel strategies.

2. SMS omni channel strategy will most likely end in at least 47.7 percent conversion.

3. Retailers that do not adopt omnichannel in their businesses lose between 10-30 percent on sales.

4. According to Omnisend’s omnichannel stats, marketing campaigns through three channels and above have a 494 percent higher order rate.

5. Ominisend found that omnichannel marketing trends with push notifications have a 614 percent higher order rate versus single-channel campaigns.

6. Livestream shopping has a conversion rate that is 10 times higher (30 percent) than that of traditional eCommerce (3 percent).

7. In 2015, when Adidas launched its click-and-collect market, it received about 1,000 orders in one week.

Looking at these omni channel statistics, marketing professionals and business owners need to invest in their omnichannel strategies to maximize their profit. 

Omnichannel Consumer Behavior and Preference Statistics

Every business or brand aims to satisfy customers by meeting and exceeding their expectations. However, the only way to make your clients happy is to know what they want. The following omni channel stats will give insights into customers’ behavior and preferences. 

1. Up to 51 percent of shoppers would purchase their phone when inside a store.

2. 80 percent of the customers who return their purchase to a physical store will use the refund to buy a new product at the store.

3. Customers are 47 percent more likely to buy from an online store if they know they can return a purchase in-store.

4. 55 percent of customers prefer to verify online that a product is available before going to a physical location.

5. 54 percent of consumers will check out products in an online store so they can buy them later. Conversely, 53 percent will check a product out physically so they can buy it later.

6. 98 percent of Americans will use different devices in a single day.

7. The number of purchases made online and picked in physical stores grew by 208 percent in 2020.

8. 71 percent of shoppers want to see the inventory details for in-store products.

Without customers, no business can survive in the long term. Armed with these omni-channel marketing statistics, you can now make the right decisions to gain more customers for your brand and business.

Omnichannel Customer Experience Statistics

You must be ready to cater to your customer’s needs across all your omnichannel sales platforms. By knowing what works and what doesn’t, you can tailor your omni channel strategies to suit their interest. Here are some stats below to guide you. 

1. Omnichannel consumers have a 30 percent higher lifetime value to brands across online and offline channels.

2. Over 60 percent of shoppers will first conduct online research on a product they want to purchase.

3. Businesses with omnichannel customer support will have 23 times higher customer satisfaction rates than those that don’t.

4. Customers want more convenient customer service. In fact, 87 percent of them want brands to put in extra effort to provide a more seamless experience for them.

5. 35 percent of customers would like to communicate with the same customer care rep across different platforms.

6. 72 percent of online shoppers believe that in-store experience is the most important to make a purchase.

7. 55 percent of shoppers enjoy touching and seeing products in a brick-and-mortar store, even if they’ll most likely buy them online.

8. 89 percent said they feel annoyed if they have to explain their challenges repeatedly to multiple customer care personnel.

It is important to give your customers the best, irrespective of the Omni channel platform they are on. Your goal should be to give them a seamless experience so that your marketing strategy ultimately generates more revenue. 

Mobile and Online Shopping Statistics

Mobile phones have become part of our daily lives. You’re likely using one to read this article. If you take a few seconds to glance at people around you, they are probably also staring into their smartphones. As expected, mobile devices play a huge role in eCommerce, and the following facts will show you how: 

1. eMarketer has revealed that mobile commerce will continually increase and will make up 10.4 percent of all retail transactions in the next two years.

2. By 2024, mobile commerce should hit 40.4 percent of the total e-commerce sales, valued at $534.18 billion.

3. Omni channel sales that include  SMS have an order rate of 0.74 percent, while single-channel campaigns have an order rate of 0.14 percent, which amounts to a staggering 429 percent difference.

4. 56 percent of customers use their smartphones to research a product while at home.

5. 38 percent of shoppers used their phone to confirm the availability of a product while on their way to the store, while 34 percent used their mobile device to research the product when they got to the store.

6. Omnichannel reports show that 71 percent of customers consider their smartphone to be a major contributory factor to their in-store experience.

7. Smartphone use affects over 28 percent of the retail sales in the US.

8. A 2022 research shows that over 50 percent of purchases made during the holiday season of that year were made using mobile phones.

9. As of 2023, mobile eCommerce sales reached $2.2 trillion, making up 60 percent of the global eCommerce sales.

Mobile devices are one of the most common ways customers interact with your omnichannel presence. You need to leverage them to reach your customers and earn their loyalty to your brand.

Social Media Role in Omnichannel Statistics 

The influence of social media in all that we do today is undeniable, including in how people make purchases. The following statistics tell the story better: 

1. In 2022, more than 4.59 billion people used social media, and this number is estimated to increase to about 6 billion in 2027.

2. Businesses that interact with customers on social media have a 15 percent churn rate compared with those that don’t.

3. As reported by GlobalWebIndex, about 54 percent of people on social media use these platforms to research a brand’s products or services.

4. According to Forbes, 81 percent of online users are influenced by their friends to make a purchase. 

5. In 2015, Facebook contributed to about 52 percent of customer’s offline and online purchases.

6. About 80 percent of people on Instagram follow a business account, and 73 percent of teens in the United States say that Instagram is one of the best ways for brands to reach them.

7. 62 percent of consumers may interact with businesses and brands across multiple digital channels.

Social media helps to improve brand awareness when you integrate it into your Omni-channel growth strategy. It also makes it easy for your customers to reach you wherever they need to.

Omnichannel Trends and Innovation Statistics

The world of marketing is moving towards experiential shopping. When you create a consistent customer experience, rest assured that your shoppers will keep coming back. The following stats show customers are loving innovative omnichannel marketing:

1. Research has shown that customers love it when they get a quick response to their requests, complaints, or suggestions.

2. The global chatbot industry is projected to hit $994 million by 2024.

3. 64% of consumers agree that the best feature of chatbots is their availability around the clock.

4. 84% of companies believe that AI chatbots will play a crucial role in their interaction with customers over time.

5. 25% of companies leverage chatbot technology in recommending products for their shoppers.

6. Chatbots have helped some industries to achieve up to 70% conversion.

7. 34% of online shoppers agree to the use of chatbots.

The latest trends around omnichannel marketing have a positive effect by ensuring lead generation and better customer satisfaction. When you leverage AI to automate your processes, you can increase customer engagement and retention. 

Seizing the Future

The numbers don’t lie. If you want to gain plenty of new customers, you need to be available for them across different platforms. 

And the beautiful thing to note is they are expecting to see you. Do you want to find ways you can reach your customers across multiple channels efficiently? Mandala AI helps you to easily monitor how your omnichannel data is performing so you can make more informed decisions. You can get started with a free trial today!