GITNUXREPORT 2026

Multi Channel Marketing Statistics

Multi-channel marketing is essential because customers demand seamless, consistent experiences across all platforms.

Alexander Schmidt

Research Analyst specializing in technology and digital transformation trends.

First published: Feb 13, 2026

Our Commitment to Accuracy

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Statistic 1

72% of consumers prefer connecting with brands through multi-channel marketing

Statistic 2

Organizations with strong omni-channel engagement retain on average 89% of their customers

Statistic 3

15 years ago the average consumer typically used two touchpoints when buying an item and only 7% regularly used more than four

Statistic 4

Today consumers use an average of almost six touchpoints per purchase

Statistic 5

90% of customers expect consistent interactions across all channels

Statistic 6

64% of customers expect real-time assistance regardless of the channel they use

Statistic 7

71% of shoppers who use smartphones for research in-store say it has become an important part of the experience

Statistic 8

40% of customers say they will not do business with a company if they cannot use their preferred channels

Statistic 9

98% of Americans switch between devices in the same day

Statistic 10

54% of consumers said they would like to receive personalized offers on their mobile device while in-store

Statistic 11

87% of customers think brands need to put more effort into providing a seamless experience

Statistic 12

61% of customers have not been able to easily switch from one channel to another when interacting with a brand

Statistic 13

50% of multi-channel consumers use at least four devices to make a purchase

Statistic 14

48% of consumers start their product searches on marketplaces like Amazon

Statistic 15

83% of mobile users say that a seamless experience across all devices is very important

Statistic 16

60% of millennials expect brand consistency across all channels

Statistic 17

35% of customers expect to be able to contact the same customer service representative on any channel

Statistic 18

74% of B2B buyers conduct more than half of their research online before buying

Statistic 19

45% of shoppers spend more than an hour a day on social media researching products

Statistic 20

56% of customers used a mobile device to research a product at home before buying in a store

Statistic 21

77% of consumers use more than one channel during their shopping journey

Statistic 22

Retailers that use 4 or more channels see a 300% increase in customer reach

Statistic 23

22% of customers prefer to use social media for customer service issues

Statistic 24

Consumers who shop across multiple channels have a 30% higher lifetime value than those who shop using only one

Statistic 25

57% of customers would rather contact companies through digital channels than by phone

Statistic 26

25% of customers use between three and five channels to resolve an issue

Statistic 27

73% of consumers say a good experience is key in influencing their brand loyalties

Statistic 28

62% of shoppers use their phones to compare prices while inside a physical store

Statistic 29

91% of customers state that they are more likely to shop with brands who provide relevant offers and recommendations

Statistic 30

47% of consumers say they would abandon a brand if the website doesn't load within 2 seconds

Statistic 31

Companies with high omnichannel engagement see 61% higher customer satisfaction rates

Statistic 32

Brands with mediocre omnichannel engagement have only a 33% customer retention rate

Statistic 33

77% of consumers are more likely to stay loyal to a brand that offers a seamless multi-channel experience

Statistic 34

52% of customers say that one bad experience on a single channel stops them from being loyal to a brand

Statistic 35

66% of customers care more about the experience than the price when it comes to brand loyalty

Statistic 36

63% of customers will stop buying from a brand if they receive inconsistent messages across channels

Statistic 37

82% of customers say they will stay with a brand that provides a consistent experience across all touchpoints

Statistic 38

Customer churn is 24% lower for companies that use at least 3 channels in their marketing campaigns

Statistic 39

44% of customers say they are more likely to become a repeat buyer after a personalized multi-channel experience

Statistic 40

75% of consumers expect a consistent experience across all channels they use to engage with a brand

Statistic 41

70% of loyal customers are likely to recommend a brand if it provides a great multi-channel experience

Statistic 42

56% of customers are willing to share more personal data for a better multi-channel experience

Statistic 43

Loyalty program members who engage through 3 or more channels spend 2.5 times more

Statistic 44

68% of customers will leave a brand if they feel the brand is indifferent to them across channels

Statistic 45

27% of customers say that "inconsistent experience" is the main reason they switch brands

Statistic 46

88% of customers believe the experience a company provides is as important as its products

Statistic 47

46% of customers will abandon a brand if the employees are not knowledgeable across all service channels

Statistic 48

72% of customers say that the ability to switch between channels without repeating information is vital for loyalty

Statistic 49

80% of companies say they compete primarily on the basis of customer experience across channels

Statistic 50

34% of customers say they have felt more loyal to a brand as a result of a personalized multi-channel message

Statistic 51

59% of consumers say that once they are loyal to a brand, they are loyal for life

Statistic 52

91% of customers want to be able to pick up where they left off when switching between channels

Statistic 53

84% of consumers say being treated like a person, not a number, is very important to winning their business

Statistic 54

65% of customers find a positive experience across all touchpoints to be more influential than great advertising

Statistic 55

43% of consumers spend more money with brands they are loyal to

Statistic 56

58% of customers say they would go out of their way to buy from a brand they are loyal to

Statistic 57

37% of consumers say it takes five or more purchases before they consider themselves loyal to a brand

Statistic 58

61% of customers have switched brands because of poor service on one specific channel

Statistic 59

80% of your future profits will come from just 20% of your existing multi-channel customers

Statistic 60

41% of customers believe that a brand’s website is the most important channel for building loyalty

Statistic 61

Multi-channel marketing campaigns see an 18.96% engagement rate compared to 5.48% for single-channel campaigns

Statistic 62

Campaigns using three or more channels earn a 250% higher purchase rate than single-channel campaigns

Statistic 63

Companies with high levels of omnichannel engagement see a 9.5% year-over-year increase in annual revenue

Statistic 64

Multi-channel customers spend 10% more online than single-channel customers

Statistic 65

Multi-channel customers spend 4% more in-store than single-channel customers

Statistic 66

Brands using SMS in their multi-channel strategy are 47% more likely to have a high ROI

Statistic 67

The average order value of a multi-channel purchase is 13% higher than a single-channel purchase

Statistic 68

Marketers using three or more channels saw a 90% higher customer retention rate than those using one

Statistic 69

Multi-channel marketing strategies result in a 24% increase in conversion rates

Statistic 70

50% of marketers say multi-channel marketing helps reach financial goals more consistently

Statistic 71

The retention rate for multi-channel automation is 66% higher than for single-channel

Statistic 72

49% of marketers say that multi-channel campaigns improve brand awareness

Statistic 73

Omnichannel shoppers have a 23% higher rate of repeat shopping trips than single-channel shoppers

Statistic 74

Companies using multi-channel personalization see a 15% increase in revenue

Statistic 75

Businesses with omnichannel strategies see a 7.5% decrease in cost per contact

Statistic 76

40% of organizations reported that multi-channel customers are significantly more profitable

Statistic 77

37% of businesses reported that multi-channel marketing campaigns led to better customer data collection

Statistic 78

Integrating direct mail into a multi-channel campaign can increase ROI by up to 20%

Statistic 79

Video content used across multiple channels can increase conversions by 80%

Statistic 80

80% of marketers say that multi-channel attribution is critical to budgeting

Statistic 81

Cross-channel marketing can lead to a 31% higher lifetime value for leads

Statistic 82

Campaigns that use both social and mobile channels see a 60% higher response rate

Statistic 83

67% of ROI comes from touchpoints that occur during the research phase across different channels

Statistic 84

Companies with a consistent cross-channel message see a 33% increase in revenue

Statistic 85

Integrating offline and online channels can boost marketing efficiency by 25%

Statistic 86

42% of consumers say that a consistent brand identity across all platforms leads to higher trust

Statistic 87

Omnichannel marketing automation yields a 494% higher conversion rate than single-channel

Statistic 88

59% of marketers say that multi-channel attribution is their biggest challenge in calculating ROI

Statistic 89

Using multi-channel retargeting ads can increase conversion rates by 128%

Statistic 90

28% of marketers say they see a 20% lift in sales when using multi-channel strategies

Statistic 91

95% of marketers say they know how important multi-channel marketing is for their business

Statistic 92

51% of marketers use at least eight channels to reach their customers

Statistic 93

64% of marketers say they lack the resources and investment to execute multi-channel marketing effectively

Statistic 94

Only 14% of organizations say they are currently running coordinated marketing campaigns across all channels

Statistic 95

45% of retailers say that omnichannel is a top priority for their business strategy

Statistic 96

84% of marketers believe that a comprehensive cross-device strategy is necessary for success

Statistic 97

47% of marketers say they don't have the right technology to support multi-channel marketing

Statistic 98

30% of companies say that their internal organization is a barrier to multi-channel marketing

Statistic 99

78% of businesses say they struggle to maintain a single view of the customer across channels

Statistic 100

52% of marketers use attribution modeling to track multi-channel performance

Statistic 101

62% of companies say that lack of data quality is the biggest challenge to their multi-channel strategy

Statistic 102

55% of companies do not have a cross-channel strategy in place

Statistic 103

89% of marketers say that "improving customer experience" is the main driver for multi-channel strategy

Statistic 104

39% of marketers say they are unable to identify their customers across different channels

Statistic 105

46% of marketers say lack of budget is the primary reason they don't use more channels

Statistic 106

70% of marketers believe their multi-channel marketing is "very" or "extremely" important to their overall future

Statistic 107

24% of marketers use AI to help coordinate their multi-channel efforts

Statistic 108

53% of companies have a team dedicated solely to multi-channel attribution

Statistic 109

66% of businesses believe that real-time marketing is essential for multi-channel success

Statistic 110

41% of marketers state that silos between departments prevent effective multi-channel execution

Statistic 111

81% of marketers plan to increase their budget for multi-channel marketing in the next year

Statistic 112

33% of marketers struggle with the technical integration of their marketing stack

Statistic 113

58% of marketers say data privacy regulations have changed their multi-channel strategy

Statistic 114

44% of B2B marketers use four or more channels to nurture leads

Statistic 115

27% of companies say that their biggest hurdle is the lack of a clear strategy

Statistic 116

48% of marketers use mobile apps as a primary channel for customer engagement

Statistic 117

36% of marketers use programmatic advertising across multiple channels

Statistic 118

57% of marketers say that "content creation" is the biggest hurdle for multi-channel success

Statistic 119

42% of marketers say they use automated workflows to manage multi-channel campaigns

Statistic 120

19% of marketers say they have achieved a "fully integrated" multi-channel marketing stack

Statistic 121

Mobile commerce is expected to account for 54% of total ecommerce sales by 2021

Statistic 122

61% of mobile searches result in a phone call to a business

Statistic 123

By 2023, there will be 17.7 billion mobile devices worldwide

Statistic 124

50% of consumers use voice search to find products daily

Statistic 125

70% of marketing executives say that AI will be a core part of their multi-channel strategy by 2025

Statistic 126

Average email open rates are 21.33% across all industries

Statistic 127

53% of all emails are opened on a mobile device

Statistic 128

80% of business-to-business (B2B) social media leads come from LinkedIn

Statistic 129

89% of messages from customers to businesses on social media go ignored

Statistic 130

Online video will make up 82% of all consumer internet traffic by 2022

Statistic 131

35% of all ecommerce sales will be generated by mobile devices in 2024

Statistic 132

51% of customers say they use a brand’s mobile app to make purchases while in their physical store

Statistic 133

Digital ad spending will reach $524 billion by 2024

Statistic 134

Wearable device sales are projected to reach $52 billion by 2022

Statistic 135

32% of consumers say that augmented reality (AR) would make them more likely to shop through a mobile app

Statistic 136

Over 2 billion people worldwide use WhatsApp, making it a key channel for customer engagement

Statistic 137

72% of customers will only engage with personalized marketing messages across channels

Statistic 138

65% of all social media users use more than one platform to interact with brands

Statistic 139

40% of marketers say that "dark social" (private messaging) is a top challenge for tracking

Statistic 140

25% of search queries on Google are now voice-based

Statistic 141

Click-through rates (CTR) on SMS marketing can be as high as 19%

Statistic 142

60% of people start their shopping research on a mobile device but finish on a desktop

Statistic 143

45% of retailers use location-based services to drive customers into physical stores

Statistic 144

There are over 4.48 billion active social media users globally as of 2021

Statistic 145

93% of online experiences begin with a search engine

Statistic 146

54% of social media users use social platforms to research products

Statistic 147

Personalized emails have a 29% higher open rate and 41% higher click rate than non-personalized ones

Statistic 148

47% of consumers use ad-blocking software on at least one device

Statistic 149

73% of marketers say that social media has been "somewhat effective" or "very effective" for their business

Statistic 150

88% of marketers say that video gives them a positive ROI across their digital channels

1/150

Sources

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In a world where the average customer now uses six different touchpoints to make a single purchase—and 72% of them prefer to connect with brands this way—mastering multi-channel marketing is no longer an advantage but an absolute necessity for survival and growth.

Key Takeaways

72% of consumers prefer connecting with brands through multi-channel marketing
Organizations with strong omni-channel engagement retain on average 89% of their customers
15 years ago the average consumer typically used two touchpoints when buying an item and only 7% regularly used more than four
Multi-channel marketing campaigns see an 18.96% engagement rate compared to 5.48% for single-channel campaigns
Campaigns using three or more channels earn a 250% higher purchase rate than single-channel campaigns
Companies with high levels of omnichannel engagement see a 9.5% year-over-year increase in annual revenue
95% of marketers say they know how important multi-channel marketing is for their business
51% of marketers use at least eight channels to reach their customers
64% of marketers say they lack the resources and investment to execute multi-channel marketing effectively
Companies with high omnichannel engagement see 61% higher customer satisfaction rates
Brands with mediocre omnichannel engagement have only a 33% customer retention rate
77% of consumers are more likely to stay loyal to a brand that offers a seamless multi-channel experience
Mobile commerce is expected to account for 54% of total ecommerce sales by 2021
61% of mobile searches result in a phone call to a business
By 2023, there will be 17.7 billion mobile devices worldwide

Multi-channel marketing is essential because customers demand seamless, consistent experiences across all platforms.

Consumer Behavior

72% of consumers prefer connecting with brands through multi-channel marketing
Organizations with strong omni-channel engagement retain on average 89% of their customers
15 years ago the average consumer typically used two touchpoints when buying an item and only 7% regularly used more than four
Today consumers use an average of almost six touchpoints per purchase
90% of customers expect consistent interactions across all channels
64% of customers expect real-time assistance regardless of the channel they use
71% of shoppers who use smartphones for research in-store say it has become an important part of the experience
40% of customers say they will not do business with a company if they cannot use their preferred channels
98% of Americans switch between devices in the same day
54% of consumers said they would like to receive personalized offers on their mobile device while in-store
87% of customers think brands need to put more effort into providing a seamless experience
61% of customers have not been able to easily switch from one channel to another when interacting with a brand
50% of multi-channel consumers use at least four devices to make a purchase
48% of consumers start their product searches on marketplaces like Amazon
83% of mobile users say that a seamless experience across all devices is very important
60% of millennials expect brand consistency across all channels
35% of customers expect to be able to contact the same customer service representative on any channel
74% of B2B buyers conduct more than half of their research online before buying
45% of shoppers spend more than an hour a day on social media researching products
56% of customers used a mobile device to research a product at home before buying in a store
77% of consumers use more than one channel during their shopping journey
Retailers that use 4 or more channels see a 300% increase in customer reach
22% of customers prefer to use social media for customer service issues
Consumers who shop across multiple channels have a 30% higher lifetime value than those who shop using only one
57% of customers would rather contact companies through digital channels than by phone
25% of customers use between three and five channels to resolve an issue
73% of consumers say a good experience is key in influencing their brand loyalties
62% of shoppers use their phones to compare prices while inside a physical store
91% of customers state that they are more likely to shop with brands who provide relevant offers and recommendations
47% of consumers say they would abandon a brand if the website doesn't load within 2 seconds

Consumer Behavior Interpretation

Your customers are now demanding, impatient digital nomads who want a personalized, seamless, and instantaneous conversation with your brand, and if you don't have the technological grace of a synchronized swimmer across every channel, they will ghost you without a second thought.

Customer Loyalty

Companies with high omnichannel engagement see 61% higher customer satisfaction rates
Brands with mediocre omnichannel engagement have only a 33% customer retention rate
77% of consumers are more likely to stay loyal to a brand that offers a seamless multi-channel experience
52% of customers say that one bad experience on a single channel stops them from being loyal to a brand
66% of customers care more about the experience than the price when it comes to brand loyalty
63% of customers will stop buying from a brand if they receive inconsistent messages across channels
82% of customers say they will stay with a brand that provides a consistent experience across all touchpoints
Customer churn is 24% lower for companies that use at least 3 channels in their marketing campaigns
44% of customers say they are more likely to become a repeat buyer after a personalized multi-channel experience
75% of consumers expect a consistent experience across all channels they use to engage with a brand
70% of loyal customers are likely to recommend a brand if it provides a great multi-channel experience
56% of customers are willing to share more personal data for a better multi-channel experience
Loyalty program members who engage through 3 or more channels spend 2.5 times more
68% of customers will leave a brand if they feel the brand is indifferent to them across channels
27% of customers say that "inconsistent experience" is the main reason they switch brands
88% of customers believe the experience a company provides is as important as its products
46% of customers will abandon a brand if the employees are not knowledgeable across all service channels
72% of customers say that the ability to switch between channels without repeating information is vital for loyalty
80% of companies say they compete primarily on the basis of customer experience across channels
34% of customers say they have felt more loyal to a brand as a result of a personalized multi-channel message
59% of consumers say that once they are loyal to a brand, they are loyal for life
91% of customers want to be able to pick up where they left off when switching between channels
84% of consumers say being treated like a person, not a number, is very important to winning their business
65% of customers find a positive experience across all touchpoints to be more influential than great advertising
43% of consumers spend more money with brands they are loyal to
58% of customers say they would go out of their way to buy from a brand they are loyal to
37% of consumers say it takes five or more purchases before they consider themselves loyal to a brand
61% of customers have switched brands because of poor service on one specific channel
80% of your future profits will come from just 20% of your existing multi-channel customers
41% of customers believe that a brand’s website is the most important channel for building loyalty

Customer Loyalty Interpretation

If your brand's left hand doesn't know what its right hand is doing, the customer's left foot will be out the door, because loyalty today is a seamless conversation, not a series of disjointed monologues.

ROI and Performance

Multi-channel marketing campaigns see an 18.96% engagement rate compared to 5.48% for single-channel campaigns
Campaigns using three or more channels earn a 250% higher purchase rate than single-channel campaigns
Companies with high levels of omnichannel engagement see a 9.5% year-over-year increase in annual revenue
Multi-channel customers spend 10% more online than single-channel customers
Multi-channel customers spend 4% more in-store than single-channel customers
Brands using SMS in their multi-channel strategy are 47% more likely to have a high ROI
The average order value of a multi-channel purchase is 13% higher than a single-channel purchase
Marketers using three or more channels saw a 90% higher customer retention rate than those using one
Multi-channel marketing strategies result in a 24% increase in conversion rates
50% of marketers say multi-channel marketing helps reach financial goals more consistently
The retention rate for multi-channel automation is 66% higher than for single-channel
49% of marketers say that multi-channel campaigns improve brand awareness
Omnichannel shoppers have a 23% higher rate of repeat shopping trips than single-channel shoppers
Companies using multi-channel personalization see a 15% increase in revenue
Businesses with omnichannel strategies see a 7.5% decrease in cost per contact
40% of organizations reported that multi-channel customers are significantly more profitable
37% of businesses reported that multi-channel marketing campaigns led to better customer data collection
Integrating direct mail into a multi-channel campaign can increase ROI by up to 20%
Video content used across multiple channels can increase conversions by 80%
80% of marketers say that multi-channel attribution is critical to budgeting
Cross-channel marketing can lead to a 31% higher lifetime value for leads
Campaigns that use both social and mobile channels see a 60% higher response rate
67% of ROI comes from touchpoints that occur during the research phase across different channels
Companies with a consistent cross-channel message see a 33% increase in revenue
Integrating offline and online channels can boost marketing efficiency by 25%
42% of consumers say that a consistent brand identity across all platforms leads to higher trust
Omnichannel marketing automation yields a 494% higher conversion rate than single-channel
59% of marketers say that multi-channel attribution is their biggest challenge in calculating ROI
Using multi-channel retargeting ads can increase conversion rates by 128%
28% of marketers say they see a 20% lift in sales when using multi-channel strategies

ROI and Performance Interpretation

It appears that when you abandon the simplistic notion of shouting into a single void and instead thoughtfully build a connected journey across platforms, your customers not only listen but happily reach for their wallets at every turn.

Strategy and Adoption

95% of marketers say they know how important multi-channel marketing is for their business
51% of marketers use at least eight channels to reach their customers
64% of marketers say they lack the resources and investment to execute multi-channel marketing effectively
Only 14% of organizations say they are currently running coordinated marketing campaigns across all channels
45% of retailers say that omnichannel is a top priority for their business strategy
84% of marketers believe that a comprehensive cross-device strategy is necessary for success
47% of marketers say they don't have the right technology to support multi-channel marketing
30% of companies say that their internal organization is a barrier to multi-channel marketing
78% of businesses say they struggle to maintain a single view of the customer across channels
52% of marketers use attribution modeling to track multi-channel performance
62% of companies say that lack of data quality is the biggest challenge to their multi-channel strategy
55% of companies do not have a cross-channel strategy in place
89% of marketers say that "improving customer experience" is the main driver for multi-channel strategy
39% of marketers say they are unable to identify their customers across different channels
46% of marketers say lack of budget is the primary reason they don't use more channels
70% of marketers believe their multi-channel marketing is "very" or "extremely" important to their overall future
24% of marketers use AI to help coordinate their multi-channel efforts
53% of companies have a team dedicated solely to multi-channel attribution
66% of businesses believe that real-time marketing is essential for multi-channel success
41% of marketers state that silos between departments prevent effective multi-channel execution
81% of marketers plan to increase their budget for multi-channel marketing in the next year
33% of marketers struggle with the technical integration of their marketing stack
58% of marketers say data privacy regulations have changed their multi-channel strategy
44% of B2B marketers use four or more channels to nurture leads
27% of companies say that their biggest hurdle is the lack of a clear strategy
48% of marketers use mobile apps as a primary channel for customer engagement
36% of marketers use programmatic advertising across multiple channels
57% of marketers say that "content creation" is the biggest hurdle for multi-channel success
42% of marketers say they use automated workflows to manage multi-channel campaigns
19% of marketers say they have achieved a "fully integrated" multi-channel marketing stack

Strategy and Adoption Interpretation

We are a field collectively clutching a map we drew ourselves while simultaneously declaring we are lost in the woods, hindered by broken compasses, departmental moats, and the haunting suspicion that the customer we seek is actually several different people.

Technology and Digital Trends

Mobile commerce is expected to account for 54% of total ecommerce sales by 2021
61% of mobile searches result in a phone call to a business
By 2023, there will be 17.7 billion mobile devices worldwide
50% of consumers use voice search to find products daily
70% of marketing executives say that AI will be a core part of their multi-channel strategy by 2025
Average email open rates are 21.33% across all industries
53% of all emails are opened on a mobile device
80% of business-to-business (B2B) social media leads come from LinkedIn
89% of messages from customers to businesses on social media go ignored
Online video will make up 82% of all consumer internet traffic by 2022
35% of all ecommerce sales will be generated by mobile devices in 2024
51% of customers say they use a brand’s mobile app to make purchases while in their physical store
Digital ad spending will reach $524 billion by 2024
Wearable device sales are projected to reach $52 billion by 2022
32% of consumers say that augmented reality (AR) would make them more likely to shop through a mobile app
Over 2 billion people worldwide use WhatsApp, making it a key channel for customer engagement
72% of customers will only engage with personalized marketing messages across channels
65% of all social media users use more than one platform to interact with brands
40% of marketers say that "dark social" (private messaging) is a top challenge for tracking
25% of search queries on Google are now voice-based
Click-through rates (CTR) on SMS marketing can be as high as 19%
60% of people start their shopping research on a mobile device but finish on a desktop
45% of retailers use location-based services to drive customers into physical stores
There are over 4.48 billion active social media users globally as of 2021
93% of online experiences begin with a search engine
54% of social media users use social platforms to research products
Personalized emails have a 29% higher open rate and 41% higher click rate than non-personalized ones
47% of consumers use ad-blocking software on at least one device
73% of marketers say that social media has been "somewhat effective" or "very effective" for their business
88% of marketers say that video gives them a positive ROI across their digital channels

Technology and Digital Trends Interpretation

Businesses are frantically herding customers across a dizzying array of digital channels, often on a phone they won't answer, to deliver a personalized message they might block, all while hoping the video they made gets watched before the voice-search query for a competitor is spoken.

Sources & References

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