{"id":1116,"date":"2025-04-17T09:54:51","date_gmt":"2025-04-17T02:54:51","guid":{"rendered":"https:\/\/bbs.binus.ac.id\/bmm\/?p=1116"},"modified":"2025-04-17T11:49:56","modified_gmt":"2025-04-17T04:49:56","slug":"why-omnichannel-shoppers-in-indonesia-are-your-best-customers-and-how-to-keep-them","status":"publish","type":"post","link":"https:\/\/bbs.binus.ac.id\/bmm\/2025\/04\/why-omnichannel-shoppers-in-indonesia-are-your-best-customers-and-how-to-keep-them\/","title":{"rendered":"Why Omnichannel Shoppers in Indonesia Are Your Best Customers\u2014And How to Keep Them"},"content":{"rendered":"<p><i><span style=\"font-weight: 400\">By: Annetta Gunawan<\/span><\/i><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1117\" src=\"http:\/\/bbs.binus.ac.id\/bmm\/wp-content\/uploads\/sites\/4\/2025\/04\/Omnichannel-Shoppers.jpg\" alt=\"\" width=\"1633\" height=\"980\" \/><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">Shopping in Indonesia isn\u2019t what it used to be. Forget about choosing between online or offline\u2014today\u2019s savvy shoppers want it <\/span><i><span style=\"font-weight: 400\">all<\/span><\/i><span style=\"font-weight: 400\">. They browse on apps, compare prices on websites, and walk into stores, expecting every step to connect seamlessly. And here\u2019s the kicker: these omnichannel shoppers aren\u2019t just spending more\u2014they\u2019re <\/span><i><span style=\"font-weight: 400\">more loyal<\/span><\/i><span style=\"font-weight: 400\">.<\/span><\/p>\n<p style=\"text-align: justify\"><span style=\"font-weight: 400\">If you\u2019re a retailer, this is your golden opportunity. Let\u2019s break down why these shoppers matter and how you can win them over.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-size: 18pt\"><b>Omnichannel vs. Multichannel: Why the Difference Matters<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">Not all shoppers are the same.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Multichannel shoppers<\/b><span style=\"font-weight: 400\"> use different platforms\u2014maybe they grab snacks at a minimart but order groceries online. They see each channel as separate.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Omnichannel shoppers?<\/b><span style=\"font-weight: 400\"> They demand a <\/span><i><span style=\"font-weight: 400\">connected<\/span><\/i><span style=\"font-weight: 400\"> experience. They want the app, website, and physical store to work together like a well-oiled machine.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Imagine this: A customer sees a promo on your app, picks up the item in-store, and later returns it online\u2014without a single hiccup. <\/span><i><span style=\"font-weight: 400\">That\u2019s<\/span><\/i><span style=\"font-weight: 400\"> the seamless experience they crave.<\/span><\/p>\n<h3><span style=\"font-size: 18pt\"><b>Who Are These Super Shoppers?<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">Meet your dream customer:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Millennials &amp; women<\/b><span style=\"font-weight: 400\"> lead the charge.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">They live in <\/span><b>households of 3\u20135 people<\/b><span style=\"font-weight: 400\">.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Their monthly income? <\/span><b>Rp 4.5 million to Rp 10 million<\/b><span style=\"font-weight: 400\">.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">They\u2019re digital natives, comfortable hopping between channels, and they expect brands to keep up. If you\u2019re not delivering a smooth omnichannel experience, they\u2019ll find someone who does.<\/span><\/p>\n<h3><span style=\"font-size: 18pt\"><b>The Loyalty Goldmine<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">Here\u2019s the big reveal: <\/span><b>omnichannel shoppers don\u2019t just buy more\u2014they stick around.<\/b><\/p>\n<p><span style=\"font-weight: 400\">A recent study found that shoppers who engage in behaviors like:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Showrooming<\/b><span style=\"font-weight: 400\"> (checking products in-store before buying online)<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Webrooming<\/b><span style=\"font-weight: 400\"> (researching online before buying in-store)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">\u2026are also <\/span><b>more likely to recommend your brand, return for future purchases, and choose you over competitors.<\/b><\/p>\n<p><span style=\"font-weight: 400\">Why? Because when you make their shopping journey effortless\u2014with synchronized promotions, personalized recommendations, and flexible pickup options\u2014they feel valued. And <\/span><i><span style=\"font-weight: 400\">that<\/span><\/i><span style=\"font-weight: 400\"> builds loyalty.<\/span><\/p>\n<h3><span style=\"font-size: 18pt\"><b>What Do Omnichannel Shoppers Want?<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">If you want to keep them coming back, focus on these key behaviors:<\/span><\/p>\n<p><span style=\"font-weight: 400\">\u2705 <\/span><b>Personalized recommendations<\/b><span style=\"font-weight: 400\"> \u2013 They don\u2019t want generic ads; they want <\/span><i><span style=\"font-weight: 400\">relevant<\/span><\/i><span style=\"font-weight: 400\"> suggestions.<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><span style=\"font-weight: 400\">\u2705 <\/span><b>Consistent promotions<\/b><span style=\"font-weight: 400\"> \u2013 If the app says \u201c50% off,\u201d the store should too.<\/span><span style=\"font-weight: 400\"><br \/>\n<\/span><span style=\"font-weight: 400\">\u2705 <\/span><b>Seamless info access<\/b><span style=\"font-weight: 400\"> \u2013 Whether they\u2019re on your website, app, or in-store, the experience should feel unified.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Fail at this, and they\u2019ll bounce to a competitor who gets it right. Nail it, and you\u2019ll turn casual buyers into devoted fans.<\/span><\/p>\n<h3><span style=\"font-size: 18pt\"><b>The Untapped Opportunity: Organic Advocacy<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">Here\u2019s an interesting twist: while many shoppers <\/span><i><span style=\"font-weight: 400\">will<\/span><\/i><span style=\"font-weight: 400\"> recommend a brand if asked, few do it unprompted. That means there\u2019s <\/span><b>huge potential to turn happy customers into vocal advocates.<\/b><\/p>\n<p><span style=\"font-weight: 400\">How? Try:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Reward referrals<\/b><span style=\"font-weight: 400\"> \u2013 Give discounts for sharing your brand.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Encourage user-generated content<\/b><span style=\"font-weight: 400\"> \u2013 Ask them to post reviews or unboxing videos.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Create shareable moments<\/b><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"> \u2013 Think Instagram-worthy in-store experiences or viral-worthy promo campaigns.<\/span><\/span><\/span><\/span><\/li>\n<\/ul>\n<h3><span style=\"font-size: 18pt\"><b>Indonesia\u2019s Omnichannel Gap\u2014And How to Close It<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">While Indonesian shoppers are racing ahead, many retailers are still playing catch-up. The study found that most platforms are in <\/span><b>early-stage development<\/b><span style=\"font-weight: 400\">, leaving a gap between what shoppers expect and what brands deliver.<\/span><\/p>\n<p><span style=\"font-weight: 400\">The bottom line? <\/span><b>Just having an online store or a physical location isn\u2019t enough.<\/b><span style=\"font-weight: 400\"> You need:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Integrated systems<\/b><span style=\"font-weight: 400\"> \u2013 Your POS, app, and website should sync in real time.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Unified promotions<\/b><span style=\"font-weight: 400\"> \u2013 No more \u201conline-only\u201d deals that frustrate in-store shoppers.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Personalized experiences<\/b><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"> \u2013 Use data to tailor recommendations across all channels.<\/span><\/span><\/span><\/li>\n<\/ul>\n<h3><span style=\"font-size: 18pt\"><b>The Future of Retail is Omnichannel<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400\">The verdict is in: <\/span><b>Omnichannel shoppers are more loyal, more engaged, and more profitable.<\/b><span style=\"font-weight: 400\"> And they\u2019re not a passing trend\u2014they\u2019re the future of retail in Indonesia.<\/span><\/p>\n<p><span style=\"font-weight: 400\">For brands, the playbook is clear:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400\"><b>Break down silos<\/b><span style=\"font-weight: 400\"> \u2013 Make every channel work together.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Deliver seamless experiences<\/b><span style=\"font-weight: 400\"> \u2013 From browsing to buying to returning, keep it smooth.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Reward loyalty<\/b><span style=\"font-weight: 400\"> \u2013 Turn happy shoppers into brand ambassadors.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400\">Do this, and you won\u2019t just earn sales\u2014you\u2019ll build long-term customer love.<\/span><\/p>\n<p><i><span style=\"font-weight: 400\">Ready to step up your omnichannel game? The shoppers (and the profits) are waiting.<\/span><\/i><\/p>\n<p><strong>Reference:<\/strong><\/p>\n<p><i><span style=\"font-weight: 400\">Cross-Channel Behavior in Indonesia: Are Omnichannel Shoppers More Loyal than Multichannel Shoppers?<\/span><\/i><\/p>\n<p><strong><span style=\"font-weight: 400\">A Gunawan, U Sumarwan, LN Yuliati, S Jahroh | <\/span><i><span style=\"font-weight: 400\">Binus Business Review <\/span><\/i><a href=\"https:\/\/journal.binus.ac.id\/index.php\/BBR\/article\/download\/8526\/4608\"><i><span style=\"font-weight: 400\">https:\/\/journal.binus.ac.id\/index.php\/BBR\/article\/download\/8526\/4608<\/span><\/i><\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>By: Annetta Gunawan Shopping in Indonesia isn\u2019t what it used to be. Forget about choosing between online or offline\u2014today\u2019s savvy shoppers want it all. They browse on apps, compare prices on websites, and walk into stores, expecting every step to connect seamlessly. And here\u2019s the kicker: these omnichannel shoppers aren\u2019t just spending more\u2014they\u2019re more loyal. [&hellip;]<\/p>\n","protected":false},"author":54,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[47],"tags":[],"class_list":["post-1116","post","type-post","status-publish","format-standard","hentry","category-article"],"_links":{"self":[{"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/posts\/1116","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/users\/54"}],"replies":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/comments?post=1116"}],"version-history":[{"count":9,"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/posts\/1116\/revisions"}],"predecessor-version":[{"id":1126,"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/posts\/1116\/revisions\/1126"}],"wp:attachment":[{"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/media?parent=1116"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/categories?post=1116"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/bmm\/wp-json\/wp\/v2\/tags?post=1116"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}