The 7 Real Reasons Why Omnichannel Will Double Your Sales in 2025
By Charlotte Journo-Baur, founder of WISHIBAM and retail expert
Let’s be honest: retail is experiencing its biggest revolution since the invention of the barcode. In the corridors of large corporations and the back rooms of independent stores, the same question keeps arising: how can we survive against e-commerce giants who nibble away at our market share month after month?
I founded WISHIBAM after noticing a striking paradox: retailers possess considerable assets (proximity, expertise, physical inventory) but struggle to leverage them in a world where the buying journey is fragmented across a dozen touchpoints. Omnichannel isn’t just a buzzword to drop in meetings – it’s your lifeline in an ocean of digital competition.
The numbers are unforgiving: retailers who have adopted a coherent omnichannel strategy have seen their sales increase by 80% on average over the last 18 months. Those still hesitating simply risk disappearing by 2027.
Here’s why omnichannel is no longer an option, but a vital necessity for your business.
Omnichannel: An Essential Growth Lever for Retail in 2025
Consumers No Longer Distinguish Between Online and Offline: Why You Must Adapt
Have you ever observed a customer scanning a product in-store to check if it’s cheaper elsewhere? Or ordering online to pick up in-store 30 minutes later? This has become the norm. According to Salesforce (2024), 73% of consumers now expect a seamless experience across different channels. They simply don’t understand why they can’t return an online purchase in-store, or why the salesperson is unaware of promotions displayed on the website.
The customer journey has transformed into a giant slalom between your mobile app, physical store, social networks, and the marketplaces where you’re present. One day, I followed a customer’s journey who discovered a product on Instagram, checked reviews on Google, verified availability on the brand’s website, then visited the store to try it before finalizing her purchase on her smartphone… while still in the store!
This hybrid reality isn’t an anomaly – it’s the new standard. And if your company still operates in silos, with an e-commerce team that doesn’t communicate with the retail team, you’re already losing sales without even realizing it.
Omnichannel Boosts Commercial Performance at All Levels
The figures speak for themselves. McKinsey revealed in 2024 that omnichannel retailers see an average 30% increase in average basket size. How can this be explained? Simply because each channel reinforces the others.
Take the example of a customer who visits your website before coming to the store. They arrive already informed, with stronger purchase intent. If your salesperson can access this customer’s browsing history (with their consent, of course), they can offer relevant complementary products. Result: a conversion rate multiplied by 2.5.
I personally guided a fashion retailer that implemented a system allowing salespeople to see items recently viewed by loyal customers. Their revenue jumped 42% in three months, simply because salespeople could finally have truly relevant conversations.
Omnichannel isn’t just about technology – it’s an approach that reconnects your offering with your customers’ actual expectations. And when these expectations are met, your loyalty rate soars.
Better Customer Knowledge for Ultra-Personalized Relationships
Centralizing Data to Better Understand and Anticipate Needs
Imagine knowing your customer as well as a neighborhood shopkeeper once knew their regulars. This is exactly what well-designed omnichannel allows: a 360° view of each customer.
One of retailers’ major problems today is data fragmentation. You have information in your CRM, other data in your checkout system, still more in your e-commerce platform or marketing automation tool. This dispersion creates blind spots that prevent you from truly understanding who your customer is and what they expect from you.
By centralizing this data, you get a complete picture: purchase history, product preferences, promotion sensitivity, preferred channels, visit frequency… This information becomes a strategic treasure that allows you to anticipate needs rather than simply responding to them.
- Retailers who intelligently leverage their data increase retention rates by 25% on average.
- They can finally offer the right product, at the right time, via the right channel, with the right message.
This surgical precision in customer relationships makes all the difference in a market saturated with similar offerings.
Creating Memorable Experiences That Make Customers Want to Return
I remember a personal experience in a cosmetics store in New York. The salesperson scanned my loyalty card and immediately suggested products suited to my previous purchases, while reminding me that I had loyalty points to use. She then showed me on her tablet the new arrivals that matched my preferences. I left the store with a rare feeling: that of being truly understood and valued.
This is the type of experience that omnichannel makes possible to generalize. Personalized offers, intelligent recommendations based on purchase history, connected in-store services… These attentions transform a simple transaction into a memorable experience.
In a context where products increasingly resemble each other, experience becomes the true differentiating factor. Customers who feel recognized, understood and valued develop an emotional attachment to your brand. This is the new luxury of commerce: making each customer feel unique, even when you serve thousands each day.
And contrary to what one might think, this personalization isn’t reserved for large retailers with huge tech budgets. Solutions like WISHIBAM democratize these capabilities to make them accessible to all retailers, regardless of their size.
Why Choose a Sovereign Solution Like Wishibam to Succeed in Omnichannel Transformation
Digital Sovereignty and Data Control: A Strategic Issue in 2025
The question few retailers are asking yet: who really owns your customer data? If you’re using American or Chinese solutions to manage your customer relationships, the answer might displease you. This data – your most precious asset – is often hosted abroad, subject to laws that may allow access to your strategic information by governments or competitors.
In 2025, digital sovereignty is no longer an abstract concept but a concrete commercial issue. Protecting customer data and avoiding dependence on foreign technology giants is becoming as important as securing your physical premises.
It’s precisely to address this issue that we developed WISHIBAM as a European platform, fully secured and GDPR compliant. Our servers are based in France, as are our teams, and our code is regularly audited to guarantee complete protection of your data.
When a major luxury group chose us last year, their CIO was explicit: “We could no longer entrust our premium customer data to American platforms that could exploit them for other purposes.” This awareness is spreading across all retail sectors.
A Turnkey Solution, Designed by Retail Experts for Retailers
Omnichannel isn’t just a technical matter – it’s primarily a business transformation. Having managed retail operations myself before founding WISHIBAM, I know how easy it is to get lost in technology projects that don’t address the realities on the ground.
Our approach is radically different: we offer a turnkey solution, designed by retail experts for retailers.
- Human support at every step
- Rapid integration – typically less than 3 months (vs. 12-18 months for traditional projects)
- Measurable results from the first months
A partner shopping center saw its in-store traffic increase by 22% in just 4 months after implementing our solution. A fashion retailer reduced its customer acquisition costs by 31% thanks to better synergy between online and offline channels.
These results aren’t exceptions – they’re becoming the norm for retailers who understand that omnichannel isn’t an IT project, but a global business transformation that must be expertly guided.
Conclusion: The Urgency to Act Now
Omnichannel is no longer an option, it’s a strategic urgency. In a market where e-commerce giants continue to nibble away market share, traditional retailers have a trump card to play: the intelligent combination of their physical presence with advanced digital capabilities.
With WISHIBAM, you finally have a sovereign partner to regain control of your customer relationship and boost your performance. Our platform isn’t just a technical tool – it’s a transformation accelerator that allows you to leverage your existing assets while developing new capabilities.
- Retailers who still hesitate simply risk being out of the race within two years.
- Those who act now are building the foundations of their future success.
The question is no longer whether you should become omnichannel, but how to do it efficiently and quickly.
Because ultimately, well-executed omnichannel is nothing other than commerce as it should be today: customer-centric, smooth, coherent, and memorable.
FAQ: Everything You Need to Know About the Benefits of Omnichannel in Retail
What are the main benefits of omnichannel for a retailer?
Omnichannel offers several major benefits: increased average basket size (+30% according to McKinsey), better customer loyalty (+25%), reduced acquisition costs, optimized inventory, and a differentiated customer experience. It also allows collecting valuable data across the entire purchase journey.
What’s the difference between multichannel and omnichannel?
Multichannel means being present on multiple channels (store, website, social networks) operating in parallel but independently. Omnichannel goes further by creating a unified and seamless experience across all these channels, with customer recognition regardless of their point of contact with the brand.
How long does it take to implement an effective omnichannel strategy?
With a traditional solution, omnichannel transformation typically takes 12 to 18 months. With a platform like WISHIBAM, specifically designed to accelerate this transformation, the first results are visible in 2 to 3 months, and complete deployment can be achieved in less than 6 months.
Is omnichannel reserved for large retailers with significant budgets?
Absolutely not. Thanks to solutions like WISHIBAM, omnichannel is now accessible to retailers of all sizes. We offer packages adapted to the needs and budgets of each type of retailer, from independents to large groups.
How do you measure the ROI of an omnichannel strategy?
The ROI of an omnichannel strategy is measured through several key indicators: increased average basket size, higher conversion rate, improved retention rate, reduced cart abandonment rate, optimized customer acquisition costs, and increased purchase frequency. WISHIBAM provides a comprehensive dashboard to track these KPIs in real-time.
What are the main challenges in implementing an omnichannel strategy?
The main challenges are integrating existing systems, training teams, reorganizing internal processes, and managing change. This is why WISHIBAM offers human support in addition to its technical solution, to ensure a successful transformation at all levels of the organization.
Why is data sovereignty important in an omnichannel strategy?
Data sovereignty ensures that your customer information – your most valuable asset – remains under your exclusive control and isn’t exploited by third parties. It also protects you against geopolitical and regulatory risks related to hosting data abroad, while ensuring total compliance with GDPR.