Good service
items are in stock
Central authority; not a marketplace for individuals to sell
Competitive pricing
prices must be clear.
Fair prices
low shipping prices
Quick and accurate search algorithm
Great products quality
the product description must be detailed.
Not trying to rip you off
good return policy
Price comparisons with similar products
Credible and trustworthy service
The retailer must be a reputable source.
"good website, easy to navigate"
"Detailed attributions and photos of the product (fit, color, etc.)"
Fast Service
Selection of goods that range across categories
Online
Consistency in information and price across all channels.
Search engine
It must be in real-time inventory that reflect what is OOS
Consistency among platforms
Ease of use
An online catalog with a chat feature to ask questions about products and make purchases.
EASY TO UNDERSTAND
to be able to search for items on one platform for all channels.
ease of use
convience
Simple way of categorizing items.
Easy to use/navigate
Cheaper prices then competitors
experience
Accessibility for a variety of different people
free shipping to store or home
Membership features that offer discounts
Responsiveness to customer needs
Support for when I need assistance from CS
Available to call when needed
Customer service agents that can be contacted via multiple channels and who are trained to worth with all the channels.
Social Media
It must have great customer service despite your access point
"Not having to reintroduce info (shipping address, etc)"
timeliness
The ability to pick up my purchases at a physical store in my general area.
TIMELY
sales for all channels not just for one
ability to find what I'm looking for
cost
One click payment
layout is the same regardless of device being used
Quick shipping online
versatility
"the option to use whatever channel independently from the other channels. ie; you don't HAVE to order in an app, you can order from the website"
free returns to store or home
Ease of transaction
High quality products
Prices low and competitive
live chat support
"Ease of use of channels, so when a customer tries a new channel, they will find it user friendly based on previous experience with a different channel."
Mobile Apps
It must have real-time prices that reflect any deals
Access to all products and services across all platforms
price
Email or text communication about availability and pick up times.
SECURE FEATURES ON ALL CHANNELS
coupons for all channels
transparency in pricing
prompness
cheap and fast delivery
Constant updates. If I make a change on one device it should be reflected on the others immediately
Availability of items
taste
all channels are developed well and easy to use
Easy to navigate the website
The same information is available thru any channel
Customer service.
Highly responsive and proactive Customer Service.
Cross Channel Contiunuity - providing a seamless customer service/buying experience
to have an efficient phone ap and website that coordinate
find me the cheapest price for the product I want
"User Friendly, easy to navigate"
A strong app.
Value
Website looks professional
Prompt response to issues/problems
Welcoming.
Competitive pricing versus other retailers.
Compatibility - that all channels are available from whatever platform you are using from virtual assistants and smart TVs to tablets and cell phones.
have customer service available via chat or messenger
able to show me or list out the different options I could pick for a particular item
"Convenient-ease of access of product, price, delivery information"
A good technological experience
Delivery time
Not having pop ups every 30 seconds
Consistent pricing
nice.
Variety and flexibility in delivery options offered.
Multiple payment systems/type available across all channels.
coupon codes available for shopping
if it will do some analysis on my shopping behavior or just let me tell the omnichannel what I'm interested in and when it'll be a good time to get the product or services to best use of my money
Simple interface between channels-one will lead to the other
"Integration with other systems (google apps, siri, etc.)"
Discounts