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 Angela Lee Digital & Social Media Manager at Swanndri

"Key to our new success!"

Greg's ability to implement his strategic plan has been the key to our new success in the digital channel.

Angela Lee
Digital & Social Media Manager at Swanndri
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 Nick Montague-Brown Owner of Outdoor Action

"Unparalleled Vision and Knowledge!"

Greg has an unparalleled vision and knowledge of how and where to take an online business to ensure its future success, we are very lucky to have worked with Greg and look forward to continuing to do so with our growth into the future.

Nick Montague-Brown
Owner of Outdoor Action