How to Create an Omnichannel Marketing Strategy for Retailers in 2025

• 80% of shoppers are likelier to buy from a company that offers personalized experiences.
• 73% of consumers report using multichannels throughout their shopping journey.

These statistics clearly show that customers in 2025 expect more than just products. They demand seamless, personalized shopping experiences across every platform—from social media and websites to in-store and mobile apps. This is where omnichannel marketing becomes a game-changer. An effective omnichannel marketing strategy combines every customer touchpoint to create a consistent, fluid journey no matter how customers interact with your brand.

This blog will guide you step-by-step through creating an omnichannel marketing strategy for retailers in 2025.

We’ve simplified the essential steps into a quick, easy-to-follow checklist. Read through to the end to grab the Omnichannel Marketing Strategy Checklist—your go-to guide for building a seamless brand experience across every channel. 

Scroll to the end to download the checklist for FREE! 

Why is Omnichannel Important?

According to research from Google, 90% of consumers switch between devices (smartphones, tablets, desktops) to complete tasks, including shopping.

Along with that, a report by Harvard Business Review found that 73% of consumers use multiple channels during their shopping journey. They might start by researching products on social media, compare prices on websites, and finally make purchases in-store.

Source: MoEngage

Platforms like Instagram, TikTok, and Facebook now offer seamless in-app shopping experiences where consumers discover, research, and purchase without ever leaving the social media environment. This shift shows how consumers jump between discovery and purchase within non-traditional pathways.

More than that, with smart home devices like Amazon Alexa and Google Assistant, consumers can now search for and order products through voice commands, bypassing traditional search engines or retail sites entirely.

With all the proofs and factors indicated, in 2025, consumers will no longer engage with brands linearly. They switch between devices, social platforms, and physical stores at will. The ability to connect every touchpoint and provide a frictionless experience can make or break a retail business.

And an omnichannel marketing strategy can help you much along the way. Here's why:

• Increases customer satisfaction and loyalty: A seamless shopping experience across all channels builds trust and keeps customers returning.
• Boosts sales: According to Think with Google, customers who engage with multiple touchpoints typically spend 30% more than those who shop through a single channel.
• Improves brand perception: Consistency in messaging and offers across channels strengthens your brand’s identity, making it more memorable.

Source: Anchanto

What is the difference between Omnichannel marketing and Multichannel Marketing?

Omnichannel and multichannel marketing may seem similar at first glance, but they operate in fundamentally different ways.

While multichannel marketing focuses on engaging customers through multiple channels, those channels often operate independently.

On the other hand, omnichannel marketing integrates these channels to provide a unified, connected experience

📚 Further Reading: Omnichannel vs. Multichannel Marketing: Optimal Strategies for Business Growth in 2024

What is an Omnichannel Marketing Strategy?

Omnichannel marketing strategy

An omnichannel marketing strategy is a way for businesses to connect all their customer touchpoints—online and offline—so that everything works smoothly. Whether customers are shopping on a website, using a mobile app, browsing social media, reading an email, or visiting a physical store, an omnichannel strategy ensures a seamless and consistent experience across all these channels.

For example, they might start browsing products on your app, check out reviews on social media, and finish the purchase in-store, with all their data and preferences carried over seamlessly across each step.

What is an Omnichannel Digital Marketing Strategy?

As you've researched the definition of omnichannel marketing, you may have heard about the omnichannel digital marketing strategy.

An omnichannel digital marketing strategy is centered explicitly around digital channels. This includes online platforms such as websites, social media, email, mobile apps, and digital advertising. 

In conclusion, an omnichannel digital marketing strategy is essential to a broader omnichannel marketing strategy.

Other than that, to fully answer the question, "What is an omnichannel (digital) marketing strategy?" you also need to understand the processes involved.

What's involved in Omnichannel operations?

To execute an omnichannel marketing strategy, businesses need more than just multiple platforms. Here’s a breakdown of what’s involved:

1. Customer Data Collection: The foundation of omnichannel marketing is gathering and unifying customer data from every touchpoint. This includes purchase history, browsing habits, and preferences.

   When this data is centralized, it allows businesses to send personalized messages and offers, no matter where the customer interacts with the brand.

   

   Source: Tech Target

2. Cross-Channel Consistency: Success in omnichannel marketing means keeping your message and branding consistent. They should receive the same message, tone, and level of service across all channels
3. Personalized Experiences: Create personalized marketing efforts using the customer data you’ve gathered. For example, if someone has browsed certain products online, they can receive targeted ads or personalized product recommendations on other channels like email or social media. This increases relevance and engagement.
4. Technology for Channel Integration: Tools like Customer Relationship Management (CRM) systems, Point-of-Sale (POS) systems, or AI-driven analytics ensure data is shared between all channels in real time.
   These tools enable services like "Buy Online, Pick Up In-Store" (BOPIS), track inventory, and deliver consistent customer support across platforms.
5. Supply Chain and Inventory Synchronization: It's essential to keep track of inventory and supply chains.
   For instance, when a customer orders online and picks up in-store or returns a product bought in-store via your website, your systems must be able to manage these transitions smoothly. Keeping your inventory synced across all channels is crucial for a seamless customer experience.
6. Unified Customer Support: Omnichannel operations also require consistent customer service across all touchpoints. Whether through email, live chat, social media, or in-store, customers should always receive the same high level of support.

In short, an omnichannel marketing strategy creates a cohesive experience where all channels work together. Businesses can build a connected and personalized journey for their customers across all platforms by integrating customer data, maintaining consistency, and using the right technology.

📚 You might like to read:

• How to Transform eCommerce Marketing Data into Profits in 2024
• 3 Expert Ideas to Leverage Website Personalization for Shopify Stores
• 8 Marketing Automation Strategies to Leverage Shopify Success

How to create an Omnichannel Marketing strategy (step-by-step)

You must combine a customer-centric approach with the right technology to create a successful omnichannel marketing strategy. Here's a breakdown of how you can build a strategy that aligns with the retail landscape of 2025:

Step 1: Identify Your Customer Journey

First things first—map out your customer's journey.

Analyze how your customers discover, research, and ultimately purchase your products. This includes all touchpoints, from social media channels to email marketing campaigns.

Understanding their path helps identify where they experience friction or get confused.

A typical customer journey map Source: Question Pro

By identifying every touchpoint—where they browse, buy, seek support, or engage—you can pinpoint where your channels overlap and where there are gaps.

Step 2: Unify Data from All Channels

The next critical step is gathering and unifying data from every touchpoint. Customer preferences, behaviors, and purchase history should be seamlessly accessible in a single system. With this system, businesses can ensure consistent, personalized interactions across all platforms.

With Shopify Plus, retailers benefit from powerful integrations with industry-leading CRM platforms like Salesforce and HubSpot. These integrations enable businesses to unify their customer data, whether interactions happen online, in-store, or through mobile.

Did you know there are 3 types of CRM systems? These can also be viewed as part of the omnichannel marketing strategy process model, each addressing key factors that contribute to the success of your strategy:

• Analytical CRM: Analyzes customer data to uncover insights about behavior and preferences. It helps businesses understand trends and make data-driven decisions.
• Operational CRM: Automates and streamlines customer-related processes, such as sales, marketing, and customer service, ensuring consistent information across teams.
• Collaboration CRM: Enhances communication and teamwork among departments by sharing customer information and improving coordination and customer relationships.

As you can see, an analytical CRM is beneficial at this step.

It helps track customer data across multiple channels and provides valuable insights into customer behavior.

Source: Software Suggest

For companies looking to scale, these integrations offer the flexibility to manage high volumes of customer interactions without sacrificing the personal touch. Shopify Plus provides the infrastructure to connect with CRMs, allowing you to:

• Gain deep insights into customer behavior across every channel.
• Improve coordination between teams by giving marketing, sales, and customer service access to unified customer data.
• Enhance the customer experience with personalized messaging, offers, and recommendations powered by real-time data.

By upgrading to the Shopify Plus plan, enterprises can easily manage the complexities of large-scale operations. Also, it ensures that omnichannel retail strategies are efficient and finely tuned to meet evolving customer demands. This integration-driven approach empowers retailers to grow while maintaining high customer satisfaction and loyalty.

👀 Learn more about Shopify Plus CRM integration: What Is CRM Integration? How It Works and Benefits (2024)

Not have a Shopify account yet?

Step 3: Use Technology for Integration

A successful omnichannel retail strategy requires the right technological infrastructure to support smooth operations across all channels. Integrating key systems—inventory management, marketing platforms, and sales channels—into one unified ecosystem. By connecting these systems, businesses ensure customer data, order statuses, and inventory levels are consistently accurate across all touchpoints.

Source: Ascendix

Without integrating technology, businesses lose real-time visibility across platforms, leading to inconsistent product availability, slow order processing, and poor customer experiences. Disconnected systems can result in lost sales and unhappy customers.

To support omnichannel operations, businesses need to focus on:

• Inventory Management Integration: By connecting your online and offline inventory systems, you can ensure that stock levels are up-to-date across every sales channel. For instance, POS (Point of Sales) systems like Shopify POS integrate with both eCommerce and retail stores, enabling consistent pricing, promotions, and inventory management across channels.
• Unified Marketing Platforms: Synchronizing marketing efforts across channels means customers receive consistent messages, offers, and recommendations, regardless of their shopping method.
  CRM Software like HubSpot or Salesforce was built for this purpose. CRM platforms ensure all customer interactions are recorded in one place, allowing for personalized, data-driven engagement

• Cross-Channel Sales Integration: Ensure your sales channels are connected to share data seamlessly. This integration allows customers to start their journey in one place (such as browsing online) and complete it in another (such as in-store purchasing) without losing continuity.
  AI-powered analytics such as Google Analytics 360 help brands predict customer behavior, optimize inventory, and deliver personalized experiences through cross-channel marketing efforts.

A strong technological foundation allows businesses to provide the consistent, personalized experiences critical to an omnichannel strategy’s success.

Step 4: Personalize the Customer Experience

Personalization is key to an omnichannel retail strategy. In 2025, customers expect brands to understand their preferences and anticipate their needs.

Using your gathered data allows you to create tailored interactions that resonate with your audience. From recommending products based on past purchases to sending targeted offers via email and SMS, a personalized approach keeps customers engaged and boosts conversions.

Employ advanced tools like Shopify Plus Automated Workflows and Campaigns to automate your personalized communications.

With this feature, you can create customized workflows and ensure that your marketing efforts are both timely and highly relevant, enhancing the overall shopping experience for your customers.

Source: Shopify

For example, you can create a workflow targeting products customers have bought. When specific triggers are activated, personalized recommendation emails or web push notifications are sent, assuring customers don’t miss their favorite items. This keeps your brand top-of-mind and encourages repeat purchases.

🚀 You may also like:

• How to Double the Sales with Product Recommendation - The Ultimate Guide
• Essential Tips to Boost Your Shopify Conversion Rate (2024 Update)
• 8 Marketing Automation Strategies to Leverage Shopify Success

Speaking of boosting sales, your storefront can make a serious impact on sales and conversion rates with upsell and cross-sell tactics.

We recommend FoxKit All-in-One Sales Boost to increase customer spending and boost your sales effortlessly. With smart pre-purchase recommendations, personalized upsells, and product bundles, it drives higher order values and maximizes conversions.

Features like countdown timers and stock scarcity alerts create urgency, prompting faster purchases.

Plus, Advanced Analytics provides real-time insights to optimize performance and keep your sales strategy sharp.

With FoxKit, every interaction becomes a sales opportunity, helping you convert more customers and increase revenue quickly.

👉 Our customer - Flaska has tried and received spectacular results: Flaska doubled AOV and increased conversion rate by 10% with FoxKit

Step 5: Maintain Consistent Messaging Across All Channels

Your messaging should be unified and consistent, no matter where customers interact with your brand. Consistency can build trust and reinforce the brand's identity, whether they're browsing social media ads, receiving a promotional email, or visiting your brick-and-mortar store.

To manage these activities, you need marketing automation strategies, and that’s when Operational Customer Relationship Management (CRM) comes into play.

An Operational CRM is a system that manages customer interactions automates workflows, and streamlines processes. It ensures messaging consistency across channels, enabling your team to deliver the right information at the right time.

Consistency created by using an operational CRM can build trust and familiarity, leading to a more cohesive customer journey.

A great omnichannel marketing strategy example of maintaining consistent messaging comes from Nike '"Just Do It".

Targeted at athletes and sports enthusiasts, the tagline encouraged people to push their limits with Nike products. Its simple yet powerful message made an emotional impact and inspired action.

Source: Behance

Nike ensures brand consistency across all channels. The "Just Do It" message appears on their website, mobile app, social media, and in-store displays. For example, the website highlights athletes, the app offers fitness tips, and stores display motivational posters. This integrated marketing approach keeps customers engaged and loyal.

By unifying its message across channels, Nike boosts engagement and conversions through a cohesive brand experience.

✅ Learn more about omnichannel marketing strategy example of Nike's "Just Do It" Campaign

Step 6: Measure and Optimize

The final step in building a successful omnichannel strategy is to measure and optimize your efforts continuously. Regularly track key performance indicators (KPIs) across all channels such as:

• Conversion rates
• Customer engagement
• Average order value (AOV)

This data-driven approach helps identify gaps in the customer journey, areas for improvement, and opportunities for enhancing the overall experience.

How to measure …

We recommend Shopify Plus, a robust platform built for eCommerce, especially for mid-market businesses and enterprises. Shopify Plus lets you manage your entire online store and customer interactions all in one place, making it simple to keep everything organized.

One of the great features of Shopify Plus is its user-friendly analytics tools. These tools gather data from all your sales channels, giving you a clear view of customer behaviors. You can now understand what your customers want and tweak your marketing efforts to meet their needs best.

Source: Shopify

With Shopify Plus, you can fine-tune your campaigns and optimize the overall shopping experience. Your business will keep growing and evolving to what your customers want.

Unlock the full potential of your business with Shopify Plus—connect with us today for expert support and seamless solutions!

📚 Further Readings:

• 24 Ecommerce KPIs and Metrics You Need to Keep Track for Success
• 7 Key Strategies to 10x Your Ecommerce Sales in 2024
• Ecommerce CRO: Top Conversion Rate Optimization Hacks to Double Sales

🎁 Expert Gifts:

• AiTrillion: Grow Your Customer Engagement, Lifetime Value, & Sales Faster - 20% OFF
• Fordeer: Streamline Invoicing Process, Drive Sales and Boost Conversion - 15% OFF ALL PLAN

Omnichannel marketing strategy examples

In today's competitive retail landscape, learning from top brands’ omnichannel marketing strategies can uncover valuable insights for your business. Let’s explore how successful brands deliver seamless experiences across all customer touchpoints.

LeSportsac

LeSportsac, known for its stylish and functional bags, recognized the need to modernize its retail approach to connect with today’s consumers.

Source: LeSportsac

LeSportsac, a lifestyle brand renowned for its handbags, luggage, and accessories, faced significant challenges with its previous custom eCommerce platform.

The platform fell short of aligning with the brand’s ideals and created operational hurdles, including technical issues like slow backend updates, code visibility problems, and frequent crashes during traffic spikes.

The company faced several technical issues, including visible error codes that customers encountered while shopping, slow updates on the backend, and frequent crashes during busy periods. This led to an online shopping experience that could have reflected the brand's desired image and the in-store experience.

By partnering with Shopify Plus, LeSportsac aimed to resolve these issues and enhance its online presence to match its brand reputation. The company was inspired by the success of other brands using Shopify Plus and recognized its potential to improve the eCommerce operations.

Source: Shopify

The results speak for themselves, LeSportsac grew orders by 37% through unified multi-channel eCommerce and:

• A boost in average order value by 20%
• An increase in conversion rate by 7%
• ECommerce sales up 12%

Swee Lee

Swee Lee, a leading retailer of musical instruments, enhanced its omnichannel strategy by integrating its online and offline channels. They transitioned from Magento to Shopify Plus, because Magneto did not support a unified POS system and relied on the 3rd party, which was too resource-intensive.

Now, with Shopify Plus, their customers can easily browse products online, check their availability in-store, and enjoy personalized services.

Source: Swee Lee

Their omnichannel marketing strategy utilizes multiple digital touchpoints. Swee Lee engages customers through captivating social media campaigns and maintains a user-friendly website that provides detailed product information and tutorials. This strategy emphasizes personalized interactions, allowing customers to explore products online before visiting the store.

Source: Shopify

Swee Lee can now effectively master the omnichannel experience and achieve impressive results.

• 50% YoY increase in online revenue
• 17% YoY growth in POS revenue
• 60,000 SKUs managed online and in stores
• 6 international store launches

Download this Omnichannel Marketing Strategy Checklist to keep your strategy on track! Packed with essential steps, expert tips, and the best tools to boost customer engagement, this guide will help you create a seamless brand experience across every channel. 

Trends in Omnichannel Marketing Strategy

AI and Machine learning

According to McKinsey, AI use in marketing budget allocation has increased by 27%. This suggests that companies are turning to data-driven approaches. They aim to improve the effectiveness of their marketing efforts.

This trend aligns with the growing importance of omnichannel marketing, as AI can help overcome the complexities of managing multiple channels and delivering a consistent customer experience.

Indeed, AI plays a crucial role in omnichannel marketing strategies:

• Personalizing customer interactions: Analyze customer data from various touchpoints to deliver personalized messages and offers, ensuring consistency across channels.
• Optimizing channel mix: Determine the most effective channels to reach specific customer segments, maximizing the impact of marketing spend.
• Automating marketing tasks: Automate laborious, manual, or repetitive tasks such as content creation, ad campaign management, and lead nurturing.
• Measuring campaign effectiveness: Track customer interactions and campaign performance across all channels, figuring out insights to improve future campaigns.

Source: McKinsey

Big Data

A study by Forbes revealed that 53% of organizations actively invest in big data analytics, highlighting its critical role in shaping effective omnichannel marketing strategies.

Source: AI Data Analytics Network

Big Data Analytics enables businesses to understand and engage with customers more effectively across all touchpoints, offering significant advantages for building an omnichannel strategy.

• Customer Segmentation: Reveals detailed customer segments by analyzing customer data, ensuring the right message is delivered through their favorite channels.
• Personalized Messaging: Track customer journeys across platforms. It helps send personalized offers and messages that improve engagement and drive conversions.
• Real-time Interactions: Lets marketers respond quickly to customer actions based on real-time processing like offering recommendations and dynamic content
• Measuring Campaign Performance: Offers performances across channels like engagement, conversion rates, and ROI, allowing them to refine campaigns for better results.

Voice Commerce and Smart Devices

Voice commerce is transforming how people shop, with smart devices like Alexa and Google Assistant making purchases easier. Integrating voice technology into your omnichannel strategy enhances customer convenience and creates seamless experiences.

Source: OC&C Strategy

• Hands-Free Shopping: Customers can order with simple voice commands, speeding up the purchase process.
• Personalized Interactions: AI-driven voice assistants suggest products based on past purchases, enhancing relevance and engagement.
• Omnichannel Consistency: Voice commerce connects various platforms, ensuring customers enjoy a unified shopping experience across devices.

Voice commerce is projected to reach $40 billion in the US and $ 5 billion in the UK by 2022, representing 6% and 3% of all online spending.

Source: OC&C Strategy

What do customers want out of the Omnichannel experience?

Seamless experience across channels/devices

65% of respondents would become long-term brand customers if they could provide positive experiences throughout the customer journey. These customers expect to move effortlessly between online and offline interactions without repeating information or facing inconsistencies in service or messaging​.

Such smooth omnichannel experiences foster customer loyalty, as consistent and personalized interactions across various channels create stronger brand connections.

Personalization

Customers increasingly expect brands to tailor their experiences to their individual preferences. A study by Epsilon revealed that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.

Source: WiserNotify

This means that customers want brands to remember and store their names and activities and offer them the most personalized shopping experience. For example, For instance, recognizing their past purchases and preferences allows for tailored product or service recommendations.

Personalized interactions enhance the customer experience and drive higher conversion rates.

Quick and convenient customer support

According to HubSpot, 90% of customers rate an "immediate" response as important or very important when they have a customer service question.

Source: HubSpot

Customers expect brands to provide quick access to support across various channels, whether through chatbots, social media, or phone support, ensuring their issues are resolved promptly and satisfactorily.

Unified Loyalty Programs

• About 91% of consumers are more encouraged to purchase when a brand personalizes its communication with them
• 63% of customers prefer loyalty programs that offer exclusive access to products and services

This data shows the important role of combining loyalty programs with personalization, and customers expect their points and rewards to be easily accessible whether they shop online or in-store, creating a cohesive experience that reinforces their loyalty to the brand.

Instant Gratification

In an age where speed is everything, customers expect instant gratification when they shop.

Source: Seattle pi

According to a report by Amazon, Amazon Prime members tend to buy almost 2 times more than non-members, primarily due to the speed and convenience of fast shipping options.

This trend reflects customers' desire for immediate access to products and services, emphasizing the importance of efficient delivery and fulfillment strategies in omnichannel marketing.

Conclusion

Omnichannel marketing is not just a trend—it’s a necessity in the retail industry. As we move into 2025, brands that adopt a comprehensive omnichannel marketing strategy will have the upper hand in delivering the personalized, consistent, and convenient experiences customers crave.

Begin your omnichannel journey by signing up for a Shopify Plus demo today to see how you can integrate your online and offline retail operations seamlessly!

We've created a checklist summarizing each practical step to help you effectively build an omnichannel marketing strategy.

Use our checklist to build an effective omnichannel retail strategy. It helps you track each step and cover all key areas. This approach aims to create loyal customers and boost sales through a consistent channel experience.

Download the checklist, and feel free to modify it to suit your business plan.