Omnichannel Transformation for a National Retailer
Confidential — National Retail Chain
31%
Online Revenue
18%
Revenue Growth
45%
CLV Increase
12%↑
Store Traffic
The Challenge
A 400-store national retailer was losing market share to e-commerce pure-plays. Online revenue was only 8% of total sales, store traffic had declined 25% over 4 years, and the customer experience was fragmented across channels.
Our Approach
We developed a comprehensive omnichannel strategy integrating physical and digital channels. This included a unified commerce platform, store redesign program emphasizing experiential retail, personalization engine powered by customer data platform, and a new fulfillment model enabling same-day delivery and BOPIS.
The Results
Online revenue grew from 8% to 31% of total sales within 2 years. Total revenue increased 18%, same-store sales turned positive for the first time in 5 years, and customer lifetime value increased 45% among omnichannel shoppers.