TL;DR
Omnichannel customer experience means one conversation with your customer across all touchpoints. Your online store, your mobile app, your physical stores, and every in-store pickup should feel like one seamless experience.
This guide shares omnichannel customer experience examples, the journey patterns behind them, and how your teams can copy them with help from Voyado.
What if your customer only sees one brand, while your teams still manage ten different journeys behind the scenes?
Industry data shows exactly how urgent this has become. Nearly 7 in 10 e-commerce leaders say conversion is their top priority for 2026.
This puts pressure on your teams to rethink customer data, personalization, and how every journey works across online and offline channels.
Now your business needs real omnichannel customer experience examples, not theory. This includes examples that show:
- how customer data moves across multiple channels,
- how physical stores support online sales,
- and how a unified journey boosts customer loyalty and customer satisfaction.
We believe the fastest path forward is to learn from what the leaders are doing and then build your own versions of those winning plays.
How we chose these omnichannel retail examples
Not every journey counts as a true omnichannel retail experience.
Many look good on paper but fall apart when your teams try to connect customer data, inventory, loyalty, and service across multiple channels.
To keep this guide useful, we focused on examples that match the real challenges retailers face today.
Here are the criteria we used to decide what belongs in this list.
- True channel handoffs
Great journeys let customers move from site to store to mobile app without losing context. Your teams can support these handoffs without rebuilding workflows each time.
- Unified identity and consent
Strong examples keep customer information together, even when someone shops as a guest and returns as a member. This helps your teams understand preferences and past purchases across touchpoints.
- Inventory and fulfillment in the loop
Good experiences only promise what your physical stores can deliver. They keep BOPIS, BORIS, ship from store, and in-store pickup options accurate so customers avoid confusion.
- Loyalty is embedded in the journey
Points, tiers, and personalized experiences show up in moments that feel natural. They boost customer loyalty without pushing discounts.
- Clear and measurable outcomes
Each example shows what changed. Better repeat purchases, faster time to next purchase, stronger customer satisfaction, or safer margins.
- Fit for modern retail teams
The experience respects how retail works. Catalogs, store hierarchies, and merchandising rules stay intact, and your teams can act without heavy setup.
These criteria help your business separate nice ideas from omnichannel customer experience examples that your teams can actually launch.
With these filters in place, the strongest patterns start to emerge and show where your biggest wins may come from.
Omnichannel customer experience examples to copy in 2026
Your customers jump between online and offline channels all day. They compare items on a mobile device, check stock in a local store, buy online, and pick up in store.
These habits shape what a seamless shopping experience looks like today. Many of the patterns below also show up in Voyado’s guide to succeed with omnichannel retailing.
To make each example easy to scan, we use the same structure every time.
| What you will see | Why it matters |
| The problem it solves | Why the journey matters for your customer and your business. |
| Channel handoffs | How online stores, physical stores, mobile apps, or service channels work together. |
| Customer data and signals | What triggers the experience, and what matters most for personalization. |
| How to copy it and what to measure | Simple steps your teams can follow and a metric to watch. |
These examples show what an omnichannel retail experience looks like when customer data, store operations, and loyalty work together.
They help your teams understand what to build, where to start, and how to support customers who move across online and in-store experiences without friction.
Let’s begin with an example many retailers use to drive quick results.
1. Target – BOPIS that connects online orders with fast in-store pickup
The problem it solves
Customers want to shop online and pick up in store without delays or surprises. The experience only works when product availability is accurate and easy to trust.
Channel handoffs
Target blends mobile, desktop, and physical stores with Order Pickup and Drive Up.
- A customer shops online
- Selects a local store
- Completes the journey at pickup
This flow is often referenced as a strong omnichannel retail example.
Customer data and signals
Real-time local inventory is the key signal. It tells customers what is available and helps teams keep pickup promises.
Many retailers rely on insights from the best retail omnichannel analytics tools to keep this data accurate across channels.
How to copy it
Connect your online store to store-level inventory. Keep pickup steps short on desktop or mobile device.
Metric to watch
In-store purchases and customer satisfaction after pickup.
2. Sephora – loyalty-led journeys from tutorial to basket
The problem it solves
Beauty shoppers want guidance that follows them across channels. Sephora uses loyalty to connect education, discovery, and rewards into one customer journey.
Channel handoffs
Sephora connects digital discovery with in-store service through its loyalty program.
- A customer explores tutorials and products online or in the mobile app
- Loyalty data follows the customer into the store
- In-store experiences continue the same journey through service and checkout
This approach is widely referenced as a loyalty-led omnichannel retail example.
Customer data and signals
Loyalty membership, purchase history, and engagement with digital content shape recommendations and offers across online and in-store touchpoints.
How to copy it
Anchor your omnichannel retail experience in loyalty, not campaigns. Build journeys where rewards and recognition feel natural across channels, similar to how creating omnichannel engagement connects loyalty with activation.
Metric to watch
Repeat purchases and loyalty member engagement.
3. Nike – app to store guidance and member exclusives
The problem it solves
Nike customers want relevance and access, not generic promotions. Nike uses membership and its mobile app to connect digital engagement with physical store visits.
Channel handoffs
Nike uses its mobile app and membership to link digital engagement with physical stores.
- A customer browses products and launches in the mobile app
- Member-only access and exclusives are unlocked digitally
- The experience continues in-store through pickup, fitting, or service
This approach shows what omnichannel marketing looks like in practice.
Customer data and signals
Membership status, app activity, and past purchases guide access and recommendations across channels.
How to copy it
Use a mobile app to extend your in-store experience. Tie access and value to membership instead of discounts.
Metric to watch
Member engagement in the app and in-store traffic from members.
4. Walmart – curbside pickup with proactive communication
The problem it solves
Customers choosing curbside pickup want speed and clarity. Walmart reduces friction by keeping customers informed from order to pickup.
Channel handoffs
Walmart connects online ordering with fast local fulfillment.
- A customer buys online and selects curbside pickup
- The local store prepares the order
- Pickup happens at the physical location with clear status updates
This flow is often highlighted in omnichannel retail strategy examples.
Customer data and signals
Real-time inventory, order status, and store availability guide the experience across desktop or mobile devices.
How to copy it
Connect online carts to store inventory and pickup timing. Treat fulfillment as a core part of your plan, not an add-on. Many teams start with a clear view of how to build an omnichannel strategy to align systems and teams.
Metric to watch
Pickup completion time and post-pickup customer satisfaction.
5. Apple – appointments, trade-in, and setup across channels
The problem it solves
Apple customers often need help choosing, setting up, or replacing devices. The experience must continue smoothly from online research to in-store service.
Channel handoffs
Apple links online research with in-store service and support.
- A customer compares products online
- An appointment is booked digitally
- Trade-in, setup, or support happens in-store
This journey is commonly cited as a service-led omnichannel experience.
Customer data and signals
Account details, device history, and prior service records help teams continue the conversation without starting over.
How to copy it
Offer online booking for in-store services and connect customer profiles to service history. This kind of journey often requires capabilities found in the best omnichannel CX platforms.
Metric to watch
Repeat service visits and satisfaction with in-store experiences.
6. IKEA – AR planning connected to in-store picking and delivery options
The problem it solves
Customers struggle to picture large items at home and then match that planning with real store availability. IKEA reduces this gap by linking digital planning tools with physical store fulfillment.
Channel handoffs
IKEA connects planning tools with store-level fulfillment.
- A customer plans a room online or in the mobile app
- Availability is checked at a local store
- In-store pickup or delivery completes the purchase
This pattern is frequently referenced in home retail omnichannel examples.
Customer data and signals
Product dimensions, location data, and store-level availability guide the experience from planning to purchase.
How to copy it
Support planning before purchase and connect it to real inventory so customers can act when ready.
Metric to watch
Conversion rate from planning tools to online or in-store purchases.
7. Best Buy – virtual consultations linked to scheduled pickup
The problem it solves
Customers buying complex products want advice before committing. Best Buy combines digital consultations with physical store fulfillment to reduce uncertainty.
Channel handoffs
Best Buy blends digital advice with physical store fulfillment.
- A customer books a virtual consultation online
- Product guidance is delivered remotely
- The purchase is completed with in-store pickup or delivery
This approach reduces friction for complex purchases.
Customer data and signals
Appointment data, product interest, and store availability guide the transition from advice to purchase.
How to copy it
Offer digital consultations for high-consideration products and link them to real inventory.
Metric to watch
Consultation-to-purchase conversion rate.
8. Warby Parker – home try-on synced with store visits
The problem it solves
Eyewear shoppers want confidence before buying. Warby Parker lowers risk by letting customers try frames at home and finish the journey in store.
Channel handoffs
Warby Parker connects home try-on with in-store completion.
- A customer orders a home try-on kit online
- Frames are tested at home
- A store visit finalizes fit or purchase
This flow is often cited as a best-in-class omnichannel shopping experience.
Customer data and signals
Try-on selections, appointment bookings, and store visit data connect the experience across channels.
How to copy it
Use low-risk trial options to start the journey and make it easy to continue in-store.
Metric to watch
Purchase rate after home try-on.
9. Ulta – loyalty points tied to routine-based replenishment
The problem it solves
Beauty customers reorder often and expect rewards to follow them everywhere. Ulta uses loyalty to connect routine purchases across online and physical stores.
Channel handoffs
Ulta uses loyalty to keep replenishment consistent across channels.
- A customer earns and redeems points online and in-store
- Replenishment reminders are triggered digitally
- Purchases happen through the customer’s preferred channel
This loyalty-led flow supports repeat purchases across channels.
Customer data and signals
Purchase history, loyalty tier, and replenishment timing guide recommendations and offers.
How to copy it
Tie loyalty rewards to usage cycles instead of one-off promotions and support reordering across channels.
Metric to watch
Repeat purchases and loyalty member retention.
10. H&M – digital receipts and flexible returns across channels
The problem it solves
Customers want flexibility after purchase. H&M removes friction by letting customers manage receipts and returns across online and in-store channels.
Channel handoffs
H&M focuses on flexibility after purchase.
- A customer buys online or in-store
- Digital receipts are stored centrally
- Returns are completed online or in-store
This approach is often referenced in post-purchase omnichannel examples.
Customer data and signals
Transaction records, membership status, and return behavior keep the experience consistent.
How to copy it
Digitize post-purchase touchpoints and make returns simple across channels.
Metric to watch
Return completion time and post-return purchase rate.
11. REI – classes, services, and local inventory blended into one journey
The problem it solves
Outdoor customers want guidance, not just products. REI connects education, services, and shopping so customers feel supported before and after purchase.
Channel handoffs
REI blends education, services, and shopping across channels.
- A customer explores classes or guides online
- Local store options are checked digitally
- In-store visits complete learning or purchase
This model supports deeper engagement beyond transactions.
Customer data and signals
Membership status, class signups, and local inventory guide recommendations and in-store experiences.
How to copy it
Add value beyond products. Connect content, services, and inventory so customers can act locally.
Metric to watch
Repeat visits and member engagement across channels.
12. Home Depot – project planning tied to aisle-level store guidance
The problem it solves
Home improvement shoppers need help planning complex projects. Home Depot connects digital planning tools with in-store execution.
Channel handoffs
Home Depot connects digital planning with in-store execution.
- A customer plans a project online
- A shopping list is created digitally
- Items are found and purchased in the store
This flow helps customers move from planning to action.
Customer data and signals
Project lists, product availability, and store layout data guide the experience from planning to purchase.
How to copy it
Support customers before they buy. Link planning tools to real inventory and in store navigation.
Metric to watch
Project completion rate and basket size for planned purchases.
13. Zara – find in store and fast pickup flows
The problem it solves
Fashion shoppers want speed and certainty. Zara helps customers locate items quickly and reduce wasted store visits.
Channel handoffs
Zara focuses on speed and availability.
- A customer browses products online
- Find in-store features show local availability
- Fast pickup completes the purchase in-store
This pattern reduces friction in fashion shopping.
Customer data and signals
Store-level inventory and product location data power accurate find in-store experiences.
How to copy it
Make store inventory visible online and keep availability updated. Help customers act quickly.
Metric to watch
In-store pickup usage and conversion from online browsing to store visits.
14. Decathlon – rentals, repairs, and sport community touchpoints
The problem it solves
Sport customers need access and service, not ownership, every time. Decathlon blends retail with rentals, repairs, and community engagement.
Channel handoffs
Decathlon connects services and retail across channels.
- A customer explores rentals or repairs online
- Services are booked digitally
- Physical locations deliver fulfillment and support
This approach expands the retail journey beyond sales.
Customer data and signals
Service bookings, product usage, and local store capabilities guide the experience.
How to copy it
Expand your offer beyond sales. Connect services to your retail journey to build long-term engagement.
Metric to watch
Service usage and repeat visits are tied to non-purchase touchpoints.
15. Boots – pharmacy, health services, and retail loyalty unified
The problem it solves
Health and beauty customers want continuity across care and shopping. Boots connects pharmacy services with retail loyalty.
Channel handoffs
Boots unifies health services and retail loyalty.
- A customer manages pharmacy or health services digitally
- Pickup or advice happens in the store
- Loyalty rewards apply across the journey
This model is often cited in health-led omnichannel retail examples.
Customer data and signals
Account details, service history, and loyalty data keep experiences aligned across channels.
How to copy it
Unify service and retail journeys where possible. Use loyalty to connect them.
Metric to watch
Cross-service and retail engagement per customer.
16. Uniqlo – simple returns and size availability across channels
The problem it solves
Customers want less friction when sizing or returning apparel. Uniqlo keeps post-purchase steps simple.
Channel handoffs
Uniqlo reduces friction around sizing and returns.
- A customer checks size availability online
- A purchase is made online or in-store
- Returns are completed in-store if needed
This approach keeps post-purchase experiences simple.
Customer data and signals
Product availability, transaction history, and return status support a consistent experience.
How to copy it
Focus on clarity after purchase. Make size and return information easy to access across channels.
Metric to watch
Return satisfaction and repeat purchases.
17. PetSmart – services scheduling connected to retail purchases
The problem it solves
Pet owners need both products and services. PetSmart connects grooming, training, and vet services with retail shopping.
Channel handoffs
PetSmart connects services with retail shopping.
- A customer schedules grooming or services online
- Appointments take place in the store
- Related retail purchases happen during the same visit
This flow links services directly to retail moments.
Customer data and signals
Pet profiles, service bookings, and purchase history guide recommendations.
How to copy it
Link services to retail moments. Make scheduling part of your omnichannel experience.
Metric to watch
Average spend per visit and service-to-retail conversion.
18. Levi’s – customization and sustainability programs across touchpoints
The problem it solves
Customers want products that feel personal and responsible. Levi’s connects customization and sustainability efforts across channels.
Channel handoffs
Levi’s connects customization and sustainability across channels.
- A customer explores customization or repair options online
- Services are booked digitally
- Personalization or repairs are completed in-store
This journey supports long-term customer engagement.
Customer data and signals
Product ownership, customization choices, and service usage guide follow-up experiences.
How to copy it
Offer ways to extend product value. Connect digital discovery with in-store execution.
Metric to watch
Engagement with customization services and repeat purchases.
These omnichannel customer experience examples all show the same thing: Strong journeys do not depend on one channel or one campaign.
They work because identity, inventory, loyalty, and activation stay connected as customers move between online and in-store touchpoints.
How does this play out for retailers using Voyado?
The next examples are our real customer cases that show how these patterns are executed in practice, with measurable results across online and physical stores.
How Voyado customers turn omnichannel strategy into real experiences
The examples above show what a strong omnichannel customer experience looks like in theory. Voyado customers show what it looks like in practice.
Instead of launching dozens of journeys at once, they focus on a few high-impact moments where omnichannel marketing often breaks down.
- First purchases
- In-store recognition
- Follow-up after visits
- Loyalty that actually works across channels.
Here are three real customer examples.
POWER A/S- unifying online and in-store journeys around one customer view
The problem it solved
POWER A/S had customers moving between online and physical stores, but the experience felt disconnected. Customer data sat in separate systems, which made omnichannel marketing hard to scale.
Channel handoffs
POWER connected digital and physical touchpoints into one journey. Here is what it looks like:
- A customer engages online before visiting a store
- In-store purchases are linked to the same customer profile
- Follow-up communication continues after the visit
What this enabled
POWER moved from channel-based campaigns to a unified omnichannel marketing strategy. Customer engagement improved because shoppers were recognized across online and in-store touchpoints.
By Malene Birger – onboarding that builds loyalty across channels
The problem it solved
By Malene Birger saw strong first-time purchases, but loyalty was not forming fast enough. Online and in-store journeys were not connected early in the lifecycle.
Channel handoffs
Onboarding became an omnichannel experience. Here is what it looks like:
- A customer makes a first purchase online
- Loyalty onboarding starts immediately through email and SMS
- In-store purchases reinforce the relationship over time
What this enabled
By treating onboarding as part of its omnichannel marketing, the brand increased full-price shopping and strengthened customer loyalty across channels.
JACK & JONES – member-led experiences across online and physical stores
The problem it solved
JACK & JONES needed to give customers a clear reason to engage as members, not just shoppers. Experiences felt fragmented between online and physical stores.
Channel handoffs
Membership connects the journey. Here is what it looks like:
- Customers join the loyalty program online or in-store
- Member benefits apply across channels
- Communication stays consistent after in-store purchases
What this enabled
JACK & JONES built a consistent omnichannel retail experience that increased average order value and repeat purchases among members.
Taken together, these customer cases show that strong omnichannel results do not come from one clever journey.
They come from a small set of patterns that repeat across brands, categories, and channels. That is what the next section breaks down.
Patterns that repeat across strong omnichannel experiences
Across every omnichannel customer experience example in this guide, the same patterns show up again and again. These are not tactics. They are the building blocks that make journeys work across online and physical stores.
| Pattern | What it means in practice |
| One customer view | Customers are recognized across online and offline channels, even when they switch devices or visit a store. Profiles connect behavior, purchases, and loyalty into one place. |
| Inventory in the loop | Experiences only promise what exists. Availability, in-store pickup options, and fulfillment timing are always accurate and visible to customers. |
| Loyalty as a UX layer | Loyalty is not a campaign. Points, tiers, and benefits shape service, access, and recognition across the shopping experience. |
| Moments that trigger action | Journeys respond to real behavior like browsing, store visits, purchases, service completion, or back-in-stock events. |
| Measurement built in | Teams track what actually lifts customer engagement, repeat purchases, and customer satisfaction, not just clicks. |
These patterns explain why some omnichannel strategies scale and others stall. The next step is execution. That means giving teams the tools to activate these patterns across channels without adding complexity.
How Voyado helps you execute these omnichannel experiences
You already know what great looks like. The hard part is getting there with real teams, real stores, and real data.
Voyado helps you do that by reducing the number of systems your teams need to juggle. Instead of stitching together multiple platforms, you can run omnichannel marketing from one retail-native place.
This makes it easier to build a consistent experience across online and offline channels and keep more satisfied customers coming back.
Here is what that means for you.
| What you need to deliver | What Voyado helps you do | Why it matters to your business |
| Recognize customers across channels | Unify customer data into one profile across online and in-store touchpoints | Online shoppers do not have to start over, and your teams can personalize faster |
| Promote what is actually available | Keep inventory and store availability in the loop for journeys and offers | Fewer broken promises, better in-store pickup experiences, and higher customer satisfaction |
| Make loyalty feel consistent | Apply loyalty benefits across online and physical stores | Customer loyalty grows without constant discounts |
| Trigger journeys from real behavior | Respond to browsing, purchase history, and in-store activity in real time | Messages feel relevant, not noisy |
| Reduce channel silos | Coordinate email, SMS, app, and on-site experiences from one place | A smoother omnichannel retail experience across multiple channels |
| Prove what is working | Measure lift in repeat purchases and customer engagement | You can scale the journeys that drive real outcomes |
If you want a clear starting point, focus on two journeys first. One that improves conversion for online shoppers. One that improves retention after in-store purchases.
Once those are running, it becomes much easier to expand your omnichannel marketing strategy without adding complexity.
Bringing omnichannel examples into your own reality
Strong omnichannel customer experience examples all point to the same outcome. When customer data, inventory, loyalty, and activation work together, experiences feel simpler for customers and easier for teams to run.
You do not need to copy every journey in this guide. The goal is to pick a few moments that matter most to your business and make them work across online and in-store touchpoints.
Your next steps
- Choose two journeys to fix first
Pick one journey that helps online shoppers convert and one that improves repeat purchases after an in-store visit.
- Audit where the experience breaks today
Look for gaps between online and offline channels, missing customer data, or inventory blind spots that create friction.
- Align teams around one customer view
Make sure e-commerce, CRM, and store teams work from the same customer information instead of separate systems.
- Build loyalty into the experience, not the campaign
Use points, tiers, or recognition to support the journey instead of relying on short-term discounts.
- Measure impact early
Track customer engagement, repeat purchases, and customer satisfaction so you know what to scale.
When these basics are in place, omnichannel marketing becomes easier to run and easier to improve over time.
If you want to see how this works in practice, book a demo and explore how Voyado helps retailers turn omnichannel strategy into real customer experiences.
FAQs
What is an example of an omnichannel customer experience?
A good example is buy online and pick up in store, where customer data, inventory, and loyalty stay connected. The customer shops online, chooses in-store pickup, and receives the same offers and recognition across channels.
How is omnichannel different from multichannel in practice?
Multichannel uses multiple channels side by side. Omnichannel connects those channels into one customer journey. Customer information, purchase history, and loyalty follow the customer across online and physical stores.
Which metrics show real impact beyond clicks?
Look at repeat purchases, in-store pickup usage, average order value, and customer satisfaction. These metrics show whether the omnichannel retail experience is actually improving outcomes.
How fast can a retailer launch two journeys end-to-end?
Many retailers start seeing impact within a few weeks by focusing on one conversion journey and one retention journey. Speed depends on how well customer data and inventory are already connected.
How do you avoid discount creep while improving conversion?
Use loyalty, personalization, and timing instead of blanket discounts. When journeys respond to real behavior and customer preferences, you can drive engagement and sales without constant price cuts.
