How Physical Retailers Can Attract Today’s Multichannel Shopper

  • Retail
  • How Physical Retailers Can Attract Today’s Multichannel Shopper

Touchpoints are constantly changing for today's consumers

Tom Ertler for Retail Customer Experience

Contactless, buy online pickup in store, curbside, touchless — all of these innovations were on a slow drip until 2020. But today, these omnichannel methods of shopping are table stakes because of customers' shifting expectations. People simply like choosing how they shop — whether having goods delivered to their door, placed in their trunk or physically going into the store to get items the "old school" way.

Retail designer and creative director focused on brand development, graphic communication, environment design, and implementation (A&E). Tom's career spans over 30 years and is distinguished by industry awards and, more importantly, industry results for some of the best-known brands in the world as well as emerging brands.