Crate And Barrel: Personalizing Shopping - PYMNTS.com | The MarTech Alert | Scoop.it

Creating a robust omnichannel experience thus means retailers must stop thinking about various commerce channels as separate, Joan King, senior vice president of eCommerce for furniture and home goods retailer Crate and Barrel, said in a recent PYMNTS interview.

“Customers are definitely expecting that there is no difference in service when they shop and transact on different channels,” King explained.“So there is less and less tolerance [among customers] for having different policies in-store versus online, or different prices in-store versus online.”

Consumers are searching for more streamlined, consistent shopping experiences across the board. Retailers must therefore be sure they are hitting that mark, especially as any frustrations are likely to send potential buyers to more accommodating brands.