How Nextyn Optimized Omnichannel Retail Strategies to Improve Conversions & Customer Satisfaction

Executive Summary

A leading retail chain struggled with disjointed customer experiences across its in-store, mobile, and e-commerce platforms. Customers faced inconsistencies in pricing, inventory availability, and promotions between online and offline channels, leading to frustration and lost sales opportunities. The company needed to:

• Unify the in-store and digital shopping experience.
• Improve fulfillment efficiency for online orders & in-store pickups.
• Create a seamless transition between multiple shopping channels.

To address these challenges, the retailer partnered with Nextyn’s Research & Consulting team. Over a four-month engagement, Nextyn executed:

• Customer journey mapping to analyze shopping behavior.
• Audit of cross-channel pricing & inventory inconsistencies.
• Optimization strategies for fulfillment, mobile experiences, and customer service integration.
• Personalized omnichannel engagement tactics to increase conversions.

Outcome: The retailer increased omnichannel conversions by 30%, improved customer satisfaction scores, and reduced shopping cart abandonment.

Client Profile & Challenges

Client Profile:

• Industry: Retail – Fashion & Consumer Goods
• Project Focus: Omnichannel Customer Experience Optimization
• Target Audience: In-store shoppers, mobile app users, online buyers

Challenges Faced by the Retail Chain:

• Disjointed Shopping Experience Across Channels: Customers faced inventory mismatches and pricing inconsistencies between online and offline stores.
• Inefficient Fulfillment Process: Buy Online, Pickup In-Store (BOPIS) orders faced delays, cancellations, and mismanaged stock.
• Low Adoption of Digital Shopping Features: Customers hesitated to use mobile apps due to poor usability and unclear benefits.
• Lack of Unified Customer Support Across Touchpoints: Customer queries were handled separately for online and in-store issues, causing frustration.

Without a cohesive omnichannel strategy, the retailer risked losing customers to competitors offering smoother, integrated experiences.

Nextyn’s Solution

Omnichannel Customer Journey Mapping & Friction Point Identification

Nextyn conducted extensive research on customer behavior across all shopping channels:

• Tracked how customers moved between in-store, mobile, and web shopping experiences.
• Identified drop-off points and shopping cart abandonment triggers.
• Analyzed fulfillment speed, service interactions, and digital engagement trends.

Cross-Channel Pricing & Inventory Synchronization Audit

• Assessed pricing disparities between online and physical stores.
• Tracked real-time inventory visibility for e-commerce and in-store purchases.
• **Recommended a unified pricing strategy for consistent customer experience.

Streamlining Fulfillment & Reducing BOPIS Friction

• Optimized click-and-collect workflows to ensure on-time order fulfillment.
• Introduced AI-driven inventory demand forecasting to reduce stockouts.
• Integrated digital order tracking for customers to monitor their purchases in real time.

Enhancing Customer Support & Mobile Experience

• Unified online and offline customer service teams for consistent issue resolution.
• Redesigned the mobile app to improve navigation, store locator features, and digital wallet integration.
• Introduced AI-powered chatbots for real-time support across channels.

Impact & Results

• 30% Increase in Omnichannel Conversions: Streamlined cross-channel experiences led to higher purchases.
• 25% Improvement in Customer Satisfaction Scores: Reduced friction in fulfillment boosted trust & retention.
• Reduced Cart Abandonment by 20%: Pricing and inventory synchronization ensured accurate availability.
• 50% Faster Order Fulfillment for In-Store Pickup: Optimized logistics improved BOPIS efficiency.

By leveraging Nextyn’s expertise in omnichannel strategy & customer journey optimization, the retailer delivered a seamless shopping experience, reduced drop-offs, and increased customer engagement.

Why Nextyn?

• Industry-Leading Expertise in Omnichannel Customer Experience Strategy
• Data-Driven Audits to Identify Shopping Journey Friction Points
• Proven Success in Reducing Fulfillment Delays & Enhancing BOPIS Efficiency
• AI-Driven Customer Support & Digital Shopping Experience Optimization

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