Omnichannel competitive landscape services
Insights to help companies achieve profitable loyalty
The risk of pursuing digital sales without mature omnichannel capabilities
Expanding into digital channels can help retailers reach new customers, promote brand loyalty, and generate incremental sales. But the additional costs required to service these customers can drain profit margins. Learn more about the capabilities and services companies will need in place to drive profitability across digital and physical channels.
Companies pursuing sales across multiple digital and physical channels must ensure they have the optimal capabilities and services in place to achieve overall omnichannel profitability.
Brick & Mortar vs. Ecommerce Sales Margin Analysis
Ecommerce Sales Penetration
Analysis based on indsutry average margin rates of 55% for Brick & Mortat Stores & 30% for Ecommerce
Primary Ecommerce Profit Drains
Last Mile Delivery Expense
Labor to Pick & Pack Orders
Supplies to Repackage Merchandise
Higher Merchandise Return Rates
Higher Customer Service Contacts
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How our omnichannel competitive landscape services can help
Throughout the year, Deloitte researches and tests the omnichannel services offered by more than 200 global retail and grocery companies, collecting 70 data points across the customer journey. We then apply intelligent analytics to that data to establish year-over-year performance indicators and identify the emerging trends offered by industry leaders.
Our team can help companies understand where they live today within the competitive spectrum and then guide them an omnichannel strategy that helps them accelerate profitable loyalty. Get in touch to learn more.
How we collect our information
Research company store policies & online service offerings
Conduct store shopping, online order & return performance tests
Advanced analytics to identify performance levels and capability trends
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What this enables us to share
Key omnichannel performance benchmarks across retail industries
The end-to-end global competitive landscape
The optimal post purchase journeys for your customers
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Studies across the customer post-purchase journey
We look at the customer post-purchase journey across four areas to uncover end-to-end leading and lagging performance levels. Learn more about emerging services and capabilities across the industry and key opportunities for companies to accelerate their omnichannel maturity and growth.
Special edition studies
These studies focus on events throughout the year, or look at specific retail sectors, where companies are facing unique omnichannel challenges.
Industry and consumer insights
Deloitte also conducts regular surveys to substantiate our findings with quantifiable insights from an industry and consumer perspective.
