The retail industry has entered a new era where the lines between physical stores and digital platforms are increasingly blurred. Today’s consumers expect a seamless, consistent, and personalized shopping experience, whether they interact with a brand through a mobile app, website, or in-store visit. Leading B2C brands are investing heavily in omnichannel strategies to meet these evolving expectations.
However, excelling in omnichannel retail requires more than just expanding across channels. It demands continuous benchmarking against industry leaders and competitors to identify gaps, measure performance, and uncover opportunities for growth. This is where strategic benchmarking becomes a critical tool for retailers looking to sustain competitiveness and deliver superior customer value.
Why Omnichannel Benchmarking Matters in Retail
Omnichannel retail is no longer a differentiator; it has become a baseline expectation for customers. Studies show that over 70% of consumers interact with multiple channels before making a purchase decision, blending digital discovery with in-store validation. This shift means that retailers cannot rely on traditional performance indicators alone, they must evaluate themselves against how leading B2C brands are orchestrating customer journeys across touchpoints.
Benchmarking helps retailers answer critical questions:
- Are in-store and online prices consistent and competitive?
- How fast and reliable are delivery and return processes compared to industry leaders?
- Is the customer experience equally seamless across mobile, desktop, and physical stores?
- How effective are loyalty and personalization programs in driving repeat purchases?
By benchmarking these factors, businesses gain data-backed insights into where they lag, where they excel, and what strategies can propel them forward. Without such comparisons, brands risk customer attrition to competitors who deliver smoother, faster, and more engaging omnichannel experiences.
Nexdigm’s Strategic Benchmarking Approach for Omnichannel Retail
At Nexdigm, we recognize that effective benchmarking in retail goes beyond surface-level comparisons, it requires a structured, data-driven framework to evaluate performance across every customer touchpoint. Our approach focuses on creating actionable intelligence, enabling retail leaders to translate insights into measurable business impact.
Key pillars of our omnichannel benchmarking methodology include:
- Cross-Channel KPI Tracking → We analyze pricing, promotions, product availability, and consistency across online and offline platforms. This helps identify gaps that may create friction in customer journeys.
- Customer Experience Benchmarking → From website responsiveness to in-store service, we map the entire customer journey and compare it with best-in-class practices of leading B2C brands.
- Operational Efficiency Analysis → By studying order fulfillment speed, delivery reliability, and return management, we help retailers align operations with global leaders.
- Loyalty & Engagement Evaluation → We benchmark loyalty programs, personalized offers, and digital engagement strategies to measure their impact on retention and repeat purchases.
- Advanced Competitive Intelligence Tools → Using dashboards, real-time price trackers, and customer journey mapping, we convert data into practical recommendations that drive agility and profitability.
Through this holistic approach, Nexdigm empowers retailers to measure where they stand, close performance gaps, and build resilience in a highly dynamic market environment.
To take the next step, simply visit our Request a Consultation page and share your requirements with us.
Harsh Mittal
+91-8422857704