For department stores and multi-category giants, the real challenge isn’t more campaigns — it’s more coherence.
The problem statement:
A customer browses your website for a shirt, gets a push notification about shoes, and later walks into your store where the associate knows… nothing about either.
That disconnect costs retailers millions every year. Because every channel runs in its own silo.
We spoke to 3 retail enterprise brands that are nailing the offline-online game. Here’s what they said:
Shoppers Stop — One View Across 90 Cities
Challenge: Data spread across e-commerce, in-store PoS, app, and loyalty program.
What they did: Unified 35M+ customer records into WebEngage’s CDP, so each shopper carried their purchase history, preferences, and loyalty tier across every channel.
(Imagine knowing your best online customers before they even step into the store.)
A Jewelry Retailer — From Browsing to Buying, Without Losing Context
Challenge: High-value jewelry buyers often researched online but purchased offline, leading to drop-offs when journeys weren’t connected.
What they did: Used WebEngage to tag PDP views, wishlist behavior, and price-drop triggers, then linked them to store visits via phone numbers and loyalty IDs.
Result: While numbers remain confidential, the brand reported a marked increase in showroom conversions and a higher NPS from buyers who felt “remembered” across touchpoints.
(Would your biggest spenders tolerate being forgotten between site and store?)
A Furniture & Lifestyle Retailer — Global Scale, Local Consistency
Challenge: Multiple geographies, each with their own stack. Online carts didn’t survive across countries, let alone devices.
What they did: Standardized journey frameworks in WebEngage while allowing regional customization. Cart data, preferences, and communication history were synced globally into one profile.
Result: Seamless shopping across borders. A customer starting a cart in one country could complete it in another, while receiving personalized offers in-session.
(Cross-border consistency turned into repeatable revenue instead of lost intent.)
What Global Retail Leaders Can Learn
- Start With Data, Not Channels: Better campaigns can’t fix broken foundations.
- Consistency Drives Loyalty: Customers don’t care which channel they’re on — they care if you remember them.
- Measure Holistically: Shift from “open rates” to journey completion and cross-channel attribution.
- Flex Global, Act Local: Standard frameworks, regional nuance. That’s where scale meets relevance.
Final Word
Retailers don’t lose customers because of poor campaigns.
They lose them because every touchpoint says: “I don’t know you.”
The ones who win are those who unify data, shorten time-to-value, and make every interaction feel like the same conversation.
And if you want to nail the offline-online game for your omnichannel business, take a demo now.
Vanhishikha Bhargava
