While the Omnichannel Retail Index measures the adoption of features and functions, it does not shed light on the implementation or performance of a specific feature. For instance, if Retailer A and Retailer B both include product recommendations on the product detail page, they get the same score. The score does not take into account if Retailer A’s product recommendations are highly personalized to the individual shopper, while Retailer B leverages a basic product recommendation widget. It’s also important to note that a best practice for one vertical may not apply to another. For example, the auto-ship/replenishment capability may be a best practice for pet or office supplies but would not apply to jewelry.
The adoption of best practice criteria does not guarantee retail success. Other factors such as merchandise assortment and mix, inventory availability, marketing, acquisition debt, and worldwide pandemics all impact retail performance. However, the criteria and findings do reveal how retailers and brands meet customer demands, and organizations can use these insights to assess current capabilities and prioritize their customer experience roadmap.
For more information about the Omnichannel Retail Index criteria and to learn how your company stacks up, please contact us.