Omnichannel Retailing

In today's world where the customer is in control, successful retailer's work hard to deliver an omnichannel offer to grow.

Omnichannel retailing is the act of delivering retail continuity (also referred to as a "seamless experience") across multiple device types and physical bricks and mortar locations.

It's important to also note, retailers do not require physical stores to deliver an omnichannel experience.

Delivering an omnichannel offering is the most powerful and robust method to defend against international retailers, develop customer loyalty, and lifetime value.

Greg Randall's experiences in developing and implementing omnichannel strategies for large Tier 1 retailers gives him the ability to understand your business and its short-term limitations.

From this, Greg will construct a strategy and phased plan to incrementally step-change small phases of work to prove the concept to senior management and acquire ROI along the way.

Benefits of using Comma Consulting

Benefits of using Comma Consulting

  1. Greg Randall owned and operated a large successful retail operation in Canada.
  2. Greg has worked with hundreds of retailers developing their omnichannel presence.
  3. Greg has numerous success stories showing proven methodologies have delivered ROI.
  4. Greg has international experience in retail and digital strategy.

Why is an omnichannel retailing so important?

The most profitable customer is a multichannel customer. A customer who engages a your various touchpoints, has a higher degree of loyalty, purchases more regularly, and is more likely to engage with you socially.

Multichannel customers turn into "brand advocates" and are the vocal fans who sing your praises.

eCommerce does not cannibalise physical retail sales. In fact it enhances and grows sales in store.

Studies have proven, consumers who do not purchase online, research online before they go into a store to purchase.

Omnichannel retailing builds customer loyalty. Studies have proven customers are less likely to leave a retailer if he/she is engaged with 2 or more touchpoints.


If a consumer has a bad experience and only interacts with a single touchpoint, the consumer assumes this one bad experience will most likely occur across the other touchpoints.

However, if a customer purchases and/or engages with multiple touchpoints (for example, in store and online), they are far less likely to leave. They have more to lose and feel their bad experience through the one channel was a one-off because their other experiences are great.

The proof in the power of a omnichannel strategy can also be seen with global pure play retailers ("pure play" means a retailer who has no physical bricks and mortar presence and is only online). These retailers are now opening physical locations.

What others had to say

Testimonial by Rod McDermott CEO at Farmers Trading Company

"Big reason for our success!"

Greg Randall was a key part of the Farmers digital transformation. Greg provided guidance for myself and the executive team on how to take our retail strategy and translate it to the digital channel. Greg's deep knowledge of digital best practice and how to deliver great online experiences is a big reason for our success.

Rod McDermott
CEO at Farmers Trading Company
Testimonial by Catherine Scheider Omni Executive Levi's

"Greg's data-led approach, references best practice and resulted in a an actionable and comprehensive review"

Greg’s depth of knowledge and skill is obvious in his work and his skill set covers not only frontend applications but technical functionality. His approach is data-led, references best practice and resulted for our business in an in-depth and comprehensive review, that was highly actionable.

Catherine Scheider
Omni Executive Levi's
Testimonial by Jeremy Krause Chief Innovation and Disruption Officer Global Retail Brands

"Greg researches issues, articulates a plan and executes with efficiency, making him in a class of his own"

Greg is the ultimate superhero when it comes to understanding the world of e-commerce. His rigorous ability to research the issue, articulate a plan and execute with timeless efficiency makes him in a class of his own.Greg's detailed strategic review empowered the business to implement quick wins and determine a priority list to take our offering to the next level. His professionalism and global experience backed by the data, allowed us to set realistic goals measurable by a solid ROI.

Jeremy Krause
Chief Innovation and Disruption Officer Global Retail Brands