Philadelphia [April 24, 2019] — Total Retail, the preeminent source for executives looking for the latest news and analysis on the retail industry, in conjunction with Radial, a leader in omnichannel commerce technology and operations, released the 2019 Top 100 Omnichannel Retailers report today.
One-hundred publicly traded retailers were ranked on their omnichannel efficiency. Each retailer was scored based on the omnichannel experiences they currently offer their customers, including the following seven criteria: the ability for customers to buy online, pick up in-store; the ability to search for in-store products on a brand’s digital properties (website, mobile website, mobile app), including stock availability data; shared cart across channels for logged-in shoppers (e.g., mobile to desktop); the ability for loyalty points to be earned and redeemed across channels; cross-channel product returns (e.g., return online purchases in-store); ship from store/endless aisle; and pricing consistency across channels.
“Providing consumers with seamless omnichannel shopping experiences has become critical to future success for retailers and brands,” said Melissa Campanelli, editor-in-chief/content director of Total Retail. “Retailers that can’t meet the omnichannel expectations of their customers at each stage of the purchase journey, from discovery through post-purchase, will struggle to survive. Our third annual Top 100 Omnichannel Retailers report offers retailers and brands the data they need to compare themselves against their competitors in terms of omnichannel strategy. Furthermore, the trends identified in this year’s report can help them to better meet their customers’ evolving demands.”
Several key findings were extracted from this year’s Top 100 Omnichannel Retailers report. Bloomingdale’s, J.C. Penney, and Lids topped this year’s rankings, finishing tied with perfect scores. Conversely, the retailers that saw the biggest declines in their year-over-year rankings included JoS. A. Bank and PetSmart, as well as Cabela’s and Express. The companies that made the biggest improvements in the rankings include a pair of department stores, Kohl’s and Macy’s, as well as Champs Sports, Staples, The Children’s Place, and The Home Depot.
Additional trends to emerge from this year’s research include the increased availability of buy online, pick up in-store (BOPIS) programs. The report revealed that 63 percent of the retailers evaluated offer at least some form of BOPIS, up from 52 percent last year. There’s also an increased focus by retailers to enable customers to have a shared cart across channels. Ninety-two percent of the retailers evaluated had shared cart functionality, a testament to growing consumer usage of smartphones to begin their shopping journeys before ultimately transacting on their laptops and desktops. Additionally, retailers are catering to customers increasing proclivity for wanting to return online purchases in-store.
This report serves as a blueprint for retailers on how to deliver the seamless, quick and enjoyable experiences that today’s digital-savvy consumers now demand. Total Retail’s 2019 Top 100 Omnichannel Retailers report can be downloaded for free here.
About Total Retail/NAPCO Media/Radial
Total Retail is the go-to source for retail executives looking for the latest news and analysis on the retail industry. Featuring a daily e-newsletter (Total Retail Report), daily-updated website, podcast channel, virtual and in-person events, and research reports, Total Retail offers retail executives the information they need to do their jobs more effectively and grow their professional careers. For more information, visit mytotalretail.com.
NAPCO Media, Total Retail’s parent company, has been a leading information source in the markets it serves since 1958. NAPCO Media continues to evolve with information distribution methods and specializes in the creation and cross-channel distribution of exceptional content. Our mission is to build community between our audience and our clients. For more information, visit napco.com.
Radial is the leader in omnichannel commerce technology and operations, enabling brands and retailers to profitably exceed retail customer expectations. Radial’s technical, powerful omnichannel solutions connect supply and demand through efficient fulfillment and transportation options, intelligent fraud, payments, and tax systems and personalized customer care services. Hundreds of retailers and brands confidently partner with Radial to simplify their post-click commerce and improve their customer experiences. For more information, visit radial.com.