In 2025, omnichannel marketing is no longer a luxury—it’s a necessity. Brands that can weave together consistent, personalized experiences across physical and digital touchpoints are the ones winning in terms of revenue, loyalty, retention, and brand perception. Below, we explore the most compelling statistics and data around omnichannel campaigns, why they matter, how they drive performance, and what challenges still remain. All data is sourced and linked so your article can be referenced by others credibly.
What Is Omnichannel Marketing (Briefly)
Omnichannel marketing means delivering a seamless and integrated customer experience across all channels: digital (email, social, ads, apps, SMS, web), offline (brick-and-mortar stores, events), and combinations thereof. The goal is consistent messaging, frictionless transitions, and unified data about the customer, no matter where or how they interact with the brand.
According to McKinsey, more than half of B2C customers engage via three to five channels every time they make a purchase or request a service. McKinsey & Company
Key Statistics on Omnichannel Marketing Impact in 2025
Below are several metrics and statistics showing how omnichannel campaigns outperform more fragmented approaches, and how consumer behavior is shifting in response.
| Metric / Stat | Data Point | Source |
|---|---|---|
| Customer Retention | Brands that implement omnichannel strategies retain 89% of their customers, vs 33% for brands that don’t. Mailmodo+2MoEngage+2 | |
| Customer Spend | Omnichannel customers spend 30% more than single-channel shoppers. Mailmodo+2MoEngage+2 | |
| Purchase Rate | Omnichannel campaigns see a 287% higher purchase rate compared to single-channel campaigns. Retainful+2passivesecrets.com+2 | |
| Channel Usage Among Marketers (B2C) | Top channels are Email (82.4%), Social Media (66.7%), Mobile Website (58%) etc. MoEngage | |
| Omnichannel + Offline/Online Behavior | 75% of shoppers use both digital & physical touchpoints during their journey. Feedonomics | |
| In-Store Visits | Omnichannel strategies drive ~80% higher in-store visits. UniformMarket | |
| Revenue Growth | Brands with strong omnichannel strategies see ~9.5% increase in annual revenue, vs 3.4% for weak strategies. Firework | |
| Order Value Increase | Average order values are boosted by ~13% under omnichannel vs less-coordinated strategies. Firework |
Why These Numbers Matter
- Higher Retention = Lower Acquisition Costs
Retaining existing customers is far less expensive than constantly acquiring new ones. With omnichannel retention rates (~89% vs ~33%), brands spend less per retained customer. - More Spend Per Customer
Customers who interact via multiple channels are more invested. A 30% higher spend means more revenue with marginal extra cost. - Improved Conversion Rates
A 287% higher purchase rate is huge. It means multiple touchpoints—email + social + app + offline—work together rather than competing or confusing the customer. - In-Store and Physical Retail Benefit
Even as digital grows, physical retail remains important. Omnichannel strategies that drive people into stores (80% higher visits) show that online interactions are influencing offline behavior. - Revenue Uplifts
Brands with well-executed omnichannel strategies are seeing ~9-10%+ revenue growth more than brands who do not. Over time, this compounds significantly.
Case Studies & Real-World Examples
Here are a few examples of how brands are using omnichannel strategies with strong measurable results:
- NA-KD increased its customer lifetime value by 25% after implementing personalized journeys across website, app, email, SMS, and push notifications. Insider
- Slazenger achieved 49× ROI in just eight weeks through omnichannel campaign optimization. Insider
- Matahari bridged the online and physical gap and saw 356× ROI via seamless omnichannel experience. Insider
- Chow Sang Sang improved conversion rates by 23.5% with onsite personalization + email recommendations. Insider
Trends Shaping Omnichannel in 2025
These are broader shifts you should be aware of when planning or evaluating campaigns:
- Growing Use of Non-Traditional Channels
Channels like WhatsApp, SMS, push notifications are seeing sharp growth. For example, B2C marketers’ usage of WhatsApp jumped from ~13.5% to ~34.8%. MoEngage - Emphasis on Integrated Online-Offline Journeys
Shoppers expect to move between online and offline touchpoints seamlessly (buy online / pick up in store, online browsing + in-store pickup, etc.). Firework+1 - Unified Data & Personalization
Brands are investing in Customer Data Platforms (CDPs), CRM integrations, and marketing automation so that personalization can happen in real real-time across channels. ResearchGate+1 - Retail Media Networks Exploding
More brands are tapping into retail media (ads on retailer sites, leveraging first-party shopper data). This helps them target customers more effectively where acquisition and conversion are happening. NIQ
Key Metrics to Measure Omnichannel Campaign Performance
To understand the impact of your omnichannel efforts, look at:
- Customer Retention Rate – How many customers keep coming back across touchpoints.
- Customer Lifetime Value (CLV) – How much customers spend over their whole lifecycle versus customers from single channels.
- Purchase Rate / Conversion Rate – How many people convert after engaging across multiple channels versus single channel.
- Average Order Value (AOV) – Are people buying more per order when exposed to omnichannel touch?
- Channel Attribution – How much each touchpoint contributes (both online & offline).
- In-Store Traffic vs Digital Influence – Tracking how digital behavior contributes to physical store visits.
Challenges & What Brands Must Do to Succeed
No strategy is without friction. Here are common challenges along with data-backed best practices:
| Challenge | What Many Brands Struggle With | Solutions |
|---|---|---|
| Data silos across channels | Many marketers do not integrate online + offline data, resulting in partial or incorrect attribution. Invoca+1 | Use CDPs, unify CRM & tracking systems. Ensure data flows between email, app, web, and offline stores. |
| Consistency of messaging | Incoherent brand voice when moving from digital to physical channels. | Establish clear brand guidelines, cross-team alignment, use unified content calendars and tools. |
| Personalization at scale | Data quality, tech stack limitations, privacy concerns. | Clean and enrich first-party data, adopt privacy-friendly measurement, use predictive models. |
| Budget allocation & measurement | Hard to know how much to invest in each channel without good attribution. | Invest in multi-touch attribution models, test incrementally, shift budget toward high ROI channels. |
What This Means for Marketers
Putting it all together, here’s how marketers should lean into omnichannel in 2025:
- Treat omnichannel not as a campaign tactic but as a framework. Every customer touchpoint (physical or digital) should support the others.
- Prioritize data integration and tech tools early (CDPs, unified analytics, martech integrations) so that measurement is accurate.
- Test channel combinations: which mix of channels (email + SMS + app + in-store) works best for your customers.
- Personalization matters: brands that deliver relevance see higher retention and spend.
- Don’t ignore offline: physical store visits can multiply revenue and boost long-term brand loyalty.
Conclusion
Omnichannel marketing isn’t just a buzzword—it’s a driver of growth. The data shows that brands that invest in omnichannel strategies are seeing significantly higher purchase rates, retention, revenue, and customer loyalty. For anyone running marketing campaigns today, embracing omnichannel holistically isn’t optional; it’s essential.
