NewStore highlights the retailers who are winning at omnichannel

NewStore has announced the launch of its 2023 Omnichannel Leadership Report.

In its eighth edition, the company audited the omnichannel capabilities of 300 luxury, premium, and lifestyle retail brands in North America.

The research was conducted by a team of third-party mystery shoppers who were responsible for assessing each brand's online, mobile app, and in-store shopping experiences to determine their omnichannel competence.

Every brand was then assigned an overall rank and score as well as scores across each report category. In order to remove bias, companies on the NewStore platform are excluded from the study.

From this process, NewStore identified the following as the 2023 Omnichannel Leaders:

  • Hibbett Sports

  • Shoe Carnival

  • Bloomingdale's

  • Sephora

  • Lululemon

NewStore says that these firms have “shown strength in the face of the macro environmental forces that have upended the retail industry the past two years”.

It adds: “While no company has been entirely immune to these challenges, this group has proven that the organisations that started their digital transformation journeys prior to the pandemic are able to achieve success now and into the future.”

“This year's report also found that the brands that didn't make substantial changes three to four years ago have had to weather the storm with incremental innovations that ultimately slow the pace of their omnichannel evolution.”

"Uncertainty is the new normal in retail, and the industry will only face more disruption. The 2023 Omnichannel Leadership Report should be a wake up call for the brands that have not future-proofed their businesses," says Stephan Schambach, Founder and CEO, NewStore.

"Especially those that think multichannel is the same as omnichannel. Without an integrated approach to physical, digital, and mobile, brands will struggle to find long-term business profitability."

Research highlights:

Online experience

54% of brands offer order pickup in-store (BOPIS), and 72% of brands offer order return in-store (BORIS).

31% of websites show store inventory availability.

Mobile experience

33% of brands have a mobile shopping app.

89% of branded apps give access to loyalty information.

Store experience

32% of store associates use mobile devices, and 16% of stores offer customers mobile checkout.

54% of stores have endless aisle capabilities.

Omnichannel retailStaff WriterNewStore, Omnichannel retail, Online retail, Mobile retail, Stores, Hibbett Sports, US retail, Shoe Carnival, Bloomingdale's, Sephora, LululemonComment