18 Key Omnichannel Marketing Statistics for 2025

For businesses, reaching customers through multiple channels is now essential. Shoppers expect consistent experiences whether they interact online, in-store, or via mobile apps.

Omnichannel marketing connects those touchpoints to create seamless, personalized experiences that boost retention and revenue. Below are the key statistics to help you benchmark and sharpen your omnichannel strategy.

How we collected this data

The statistics below are drawn from industry reports and surveys, including Firework and MoEngage. These sources reflect marketer and consumer research on omnichannel adoption, channel preferences, and performance.

18 Key omnichannel marketing statistics

1. Businesses that implement omnichannel strategies retain 89% of their customers, compared to 33% for those that don’t. [Firework]

2. 80% of consumers use multiple channels to complete a purchase. [Firework]

3. Omnichannel customers spend 30% more than single-channel shoppers. [Firework]

4. 58% of shoppers combine online research with in-store purchases to make informed decisions. [Firework]

5. Offline retail sales in the U.S. hit $3.6 trillion in 2022 and are projected to reach $4.2 trillion by 2028. [Firework]

6. 35% of shoppers visit physical stores seeking an enjoyable experience beyond transactions. [Firework]

7. 46% of consumers who shop across multiple channels are more likely to recommend brands to others. [Firework]

8. 55.2% of marketers are tailoring marketing communication to real-time customer actions and interactions. [MoEngage]

9. Behavior-based personalization is the most commonly used personalization style. [MoEngage]

10. 76% of respondents are concerned that using AI will lead to mistakes due to inaccurate information. [MoEngage]

11. 71% of respondents fear that AI mistakes could negatively impact brand reputation. [MoEngage]

12. Email is the most used marketing channel at 82.4%. [MoEngage]

13. Email is perceived as the most effective channel by 73.5% of respondents. [MoEngage]

14. WhatsApp usage has increased from 13.5% last year to 34.8% this year. [MoEngage]

15. 26.9% of marketers are using offline channels for marketing. [MoEngage]

16. Mobile website usage has overtaken desktop in the top five marketing channels. [MoEngage]

17. 52.6% of marketers say increasing customer engagement is their number one objective. [MoEngage]

18. The top two requirements for B2C marketers purchasing a customer engagement platform are positive reviews on software comparison sites (54.2%) and capabilities to facilitate personalization and cross-channel engagement (54%). [MoEngage]

Conclusion

Use these omnichannel insights to actively improve your marketing strategy. Focus on connecting online and offline channels to provide a seamless experience across every customer touchpoint.

Pay attention to real-time customer interactions and mobile-friendly experiences to increase engagement and loyalty. Choose tools that allow you to track performance across channels and respond quickly to customer behavior.