Today's consumers use an average of six touchpoints before a purchase, up from just two a decade ago. Ninety percent of customers expect consistent interactions across every channel, from email to in-store visits. This seamless journey is essential, as 98% of Americans now switch between multiple devices in a single day.
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
- 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
- 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
- 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
Customers expect seamless, consistent multi channel experiences, and those brands retain far more customers.
Related reading
01 · Category
Consumer Behavior30 stats
01
72% of consumers prefer connecting with brands through multi-channel marketing
02
Organizations with strong omni-channel engagement retain on average 89% of their customers
03
15 years ago the average consumer typically used two touchpoints when buying an item and only 7% regularly used more than four
04
Today consumers use an average of almost six touchpoints per purchase
05
90% of customers expect consistent interactions across all channels
06
64% of customers expect real-time assistance regardless of the channel they use
07
71% of shoppers who use smartphones for research in-store say it has become an important part of the experience
08
40% of customers say they will not do business with a company if they cannot use their preferred channels
09
98% of Americans switch between devices in the same day
10
54% of consumers said they would like to receive personalized offers on their mobile device while in-store
11
87% of customers think brands need to put more effort into providing a seamless experience
12
61% of customers have not been able to easily switch from one channel to another when interacting with a brand
13
50% of multi-channel consumers use at least four devices to make a purchase
14
48% of consumers start their product searches on marketplaces like Amazon
15
83% of mobile users say that a seamless experience across all devices is very important
16
60% of millennials expect brand consistency across all channels
17
35% of customers expect to be able to contact the same customer service representative on any channel
18
74% of B2B buyers conduct more than half of their research online before buying
19
45% of shoppers spend more than an hour a day on social media researching products
20
56% of customers used a mobile device to research a product at home before buying in a store
21
77% of consumers use more than one channel during their shopping journey
22
Retailers that use 4 or more channels see a 300% increase in customer reach
23
22% of customers prefer to use social media for customer service issues
24
Consumers who shop across multiple channels have a 30% higher lifetime value than those who shop using only one
25
57% of customers would rather contact companies through digital channels than by phone
26
25% of customers use between three and five channels to resolve an issue
27
73% of consumers say a good experience is key in influencing their brand loyalties
28
62% of shoppers use their phones to compare prices while inside a physical store
29
91% of customers state that they are more likely to shop with brands who provide relevant offers and recommendations
30
47% of consumers say they would abandon a brand if the website doesn't load within 2 seconds
Interpretation
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.
02 · Category
Customer Loyalty30 stats
01
Companies with high omnichannel engagement see 61% higher customer satisfaction rates
02
Brands with mediocre omnichannel engagement have only a 33% customer retention rate
03
77% of consumers are more likely to stay loyal to a brand that offers a seamless multi-channel experience
04
52% of customers say that one bad experience on a single channel stops them from being loyal to a brand
05
66% of customers care more about the experience than the price when it comes to brand loyalty
06
63% of customers will stop buying from a brand if they receive inconsistent messages across channels
07
82% of customers say they will stay with a brand that provides a consistent experience across all touchpoints
08
Customer churn is 24% lower for companies that use at least 3 channels in their marketing campaigns
09
44% of customers say they are more likely to become a repeat buyer after a personalized multi-channel experience
10
75% of consumers expect a consistent experience across all channels they use to engage with a brand
11
70% of loyal customers are likely to recommend a brand if it provides a great multi-channel experience
12
56% of customers are willing to share more personal data for a better multi-channel experience
13
Loyalty program members who engage through 3 or more channels spend 2.5 times more
14
68% of customers will leave a brand if they feel the brand is indifferent to them across channels
15
27% of customers say that "inconsistent experience" is the main reason they switch brands
16
88% of customers believe the experience a company provides is as important as its products
17
46% of customers will abandon a brand if the employees are not knowledgeable across all service channels
18
72% of customers say that the ability to switch between channels without repeating information is vital for loyalty
19
80% of companies say they compete primarily on the basis of customer experience across channels
20
34% of customers say they have felt more loyal to a brand as a result of a personalized multi-channel message
21
59% of consumers say that once they are loyal to a brand, they are loyal for life
22
91% of customers want to be able to pick up where they left off when switching between channels
23
84% of consumers say being treated like a person, not a number, is very important to winning their business
24
65% of customers find a positive experience across all touchpoints to be more influential than great advertising
25
43% of consumers spend more money with brands they are loyal to
26
58% of customers say they would go out of their way to buy from a brand they are loyal to
27
37% of consumers say it takes five or more purchases before they consider themselves loyal to a brand
28
61% of customers have switched brands because of poor service on one specific channel
29
80% of your future profits will come from just 20% of your existing multi-channel customers
30
41% of customers believe that a brand’s website is the most important channel for building loyalty
Interpretation
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.
03 · Category
ROI and Performance30 stats
01
Multi-channel marketing campaigns see an 18.96% engagement rate compared to 5.48% for single-channel campaigns
02
Campaigns using three or more channels earn a 250% higher purchase rate than single-channel campaigns
03
Companies with high levels of omnichannel engagement see a 9.5% year-over-year increase in annual revenue
04
Multi-channel customers spend 10% more online than single-channel customers
05
Multi-channel customers spend 4% more in-store than single-channel customers
06
Brands using SMS in their multi-channel strategy are 47% more likely to have a high ROI
07
The average order value of a multi-channel purchase is 13% higher than a single-channel purchase
08
Marketers using three or more channels saw a 90% higher customer retention rate than those using one
09
Multi-channel marketing strategies result in a 24% increase in conversion rates
10
50% of marketers say multi-channel marketing helps reach financial goals more consistently
11
The retention rate for multi-channel automation is 66% higher than for single-channel
12
49% of marketers say that multi-channel campaigns improve brand awareness
13
Omnichannel shoppers have a 23% higher rate of repeat shopping trips than single-channel shoppers
14
Companies using multi-channel personalization see a 15% increase in revenue
15
Businesses with omnichannel strategies see a 7.5% decrease in cost per contact
16
40% of organizations reported that multi-channel customers are significantly more profitable
17
37% of businesses reported that multi-channel marketing campaigns led to better customer data collection
18
Integrating direct mail into a multi-channel campaign can increase ROI by up to 20%
19
Video content used across multiple channels can increase conversions by 80%
20
80% of marketers say that multi-channel attribution is critical to budgeting
21
Cross-channel marketing can lead to a 31% higher lifetime value for leads
22
Campaigns that use both social and mobile channels see a 60% higher response rate
23
67% of ROI comes from touchpoints that occur during the research phase across different channels
24
Companies with a consistent cross-channel message see a 33% increase in revenue
25
Integrating offline and online channels can boost marketing efficiency by 25%
26
42% of consumers say that a consistent brand identity across all platforms leads to higher trust
27
Omnichannel marketing automation yields a 494% higher conversion rate than single-channel
28
59% of marketers say that multi-channel attribution is their biggest challenge in calculating ROI
29
Using multi-channel retargeting ads can increase conversion rates by 128%
30
28% of marketers say they see a 20% lift in sales when using multi-channel strategies
Interpretation
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.
More related reading
04 · Category
Strategy and Adoption30 stats
01
95% of marketers say they know how important multi-channel marketing is for their business
02
51% of marketers use at least eight channels to reach their customers
03
64% of marketers say they lack the resources and investment to execute multi-channel marketing effectively
04
Only 14% of organizations say they are currently running coordinated marketing campaigns across all channels
05
45% of retailers say that omnichannel is a top priority for their business strategy
06
84% of marketers believe that a comprehensive cross-device strategy is necessary for success
07
47% of marketers say they don't have the right technology to support multi-channel marketing
08
30% of companies say that their internal organization is a barrier to multi-channel marketing
09
78% of businesses say they struggle to maintain a single view of the customer across channels
10
52% of marketers use attribution modeling to track multi-channel performance
11
62% of companies say that lack of data quality is the biggest challenge to their multi-channel strategy
12
55% of companies do not have a cross-channel strategy in place
13
89% of marketers say that "improving customer experience" is the main driver for multi-channel strategy
14
39% of marketers say they are unable to identify their customers across different channels
15
46% of marketers say lack of budget is the primary reason they don't use more channels
16
70% of marketers believe their multi-channel marketing is "very" or "extremely" important to their overall future
17
24% of marketers use AI to help coordinate their multi-channel efforts
18
53% of companies have a team dedicated solely to multi-channel attribution
19
66% of businesses believe that real-time marketing is essential for multi-channel success
20
41% of marketers state that silos between departments prevent effective multi-channel execution
21
81% of marketers plan to increase their budget for multi-channel marketing in the next year
22
33% of marketers struggle with the technical integration of their marketing stack
23
58% of marketers say data privacy regulations have changed their multi-channel strategy
24
44% of B2B marketers use four or more channels to nurture leads
25
27% of companies say that their biggest hurdle is the lack of a clear strategy
26
48% of marketers use mobile apps as a primary channel for customer engagement
27
36% of marketers use programmatic advertising across multiple channels
28
57% of marketers say that "content creation" is the biggest hurdle for multi-channel success
29
42% of marketers say they use automated workflows to manage multi-channel campaigns
30
19% of marketers say they have achieved a "fully integrated" multi-channel marketing stack
Interpretation
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.
05 · Category
Technology and Digital Trends30 stats
01
Mobile commerce is expected to account for 54% of total ecommerce sales by 2021
02
61% of mobile searches result in a phone call to a business
03
By 2023, there will be 17.7 billion mobile devices worldwide
04
50% of consumers use voice search to find products daily
05
70% of marketing executives say that AI will be a core part of their multi-channel strategy by 2025
06
Average email open rates are 21.33% across all industries
07
53% of all emails are opened on a mobile device
08
80% of business-to-business (B2B) social media leads come from LinkedIn
09
89% of messages from customers to businesses on social media go ignored
10
Online video will make up 82% of all consumer internet traffic by 2022
11
35% of all ecommerce sales will be generated by mobile devices in 2024
12
51% of customers say they use a brand’s mobile app to make purchases while in their physical store
13
Digital ad spending will reach $524 billion by 2024
14
Wearable device sales are projected to reach $52 billion by 2022
15
32% of consumers say that augmented reality (AR) would make them more likely to shop through a mobile app
16
Over 2 billion people worldwide use WhatsApp, making it a key channel for customer engagement
17
72% of customers will only engage with personalized marketing messages across channels
18
65% of all social media users use more than one platform to interact with brands
19
40% of marketers say that "dark social" (private messaging) is a top challenge for tracking
20
25% of search queries on Google are now voice-based
21
Click-through rates (CTR) on SMS marketing can be as high as 19%
22
60% of people start their shopping research on a mobile device but finish on a desktop
23
45% of retailers use location-based services to drive customers into physical stores
24
There are over 4.48 billion active social media users globally as of 2021
25
93% of online experiences begin with a search engine
26
54% of social media users use social platforms to research products
27
Personalized emails have a 29% higher open rate and 41% higher click rate than non-personalized ones
28
47% of consumers use ad-blocking software on at least one device
29
73% of marketers say that social media has been "somewhat effective" or "very effective" for their business
30
88% of marketers say that video gives them a positive ROI across their digital channels
Interpretation
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.
Reference
Cite This Report
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APA
Helena Kowalczyk. (2026, February 13). Multi Channel Marketing Statistics. Gitnux. https://gitnux.org/multi-channel-marketing-statistics
MLA
Helena Kowalczyk. "Multi Channel Marketing Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/multi-channel-marketing-statistics.
Chicago
Helena Kowalczyk. 2026. "Multi Channel Marketing Statistics." Gitnux. https://gitnux.org/multi-channel-marketing-statistics.
Sources & references
74 datasets cited across this report · attribution is report-level
shopify.com