In an Omnichannel World, What Value Does Your Physical Branch Provide?

Omnichannel business models have evolved as a way to provide a unified customer experience in a world of diverse communication channels, like in-person, over the phone, online and mobile. As consumers expect more ability to learn and purchase online, the role of the physical branch location must adapt.

In an Omnichannel World, What Value Does Your Physical Branch Provide?

A good example that I heard of recently came from a radio interview with an executive from innovative beauty retailer bluemercury. She discussed how bluemercury stores go beyond selling beauty products to offer in-person services that can’t be obtained online. These services include facials, waxing, massage and instruction in applying makeup. The value add in the store visit is clear.

But what about a category like automobile insurance? More than a decade ago my firm investigated how over 2,000 consumers had recently shopped for, quoted and purchased auto insurance. Even then, a full third of consumers were using multiple channels. The most popular channel to gather information was online (66%), and the most popular channels for quoting were online and by phone. By comparison, in-person quoting and branch visits were used by less than 15% of consumers. The trend was towards increased phone and Internet and away from local office visits. Multi-channel shopping was common, and branch visits were losing relevancy.

In an Omnichannel World, What Value Does Your Physical Branch Provide?

The clear leaders in online shopping were GEICO and Progressive. Those same players have continued to gain market share since then. Toll-free and local office phone shopping found State Farm, Allstate, Progressive and GECIO as all highly competitive. In contrast, office visits were led by State Farm and Allstate, then Progressive.

While most of the consumers who shop do so thinking they can get a better rate, marketing messages were the specific trigger for 29% of shoppers. This included online marketing (14%), renewal notices (15%), direct mail (12%) and TV marketing (14%). New car purchases (11%) also triggered shopping.

In an Omnichannel World, What Value Does Your Physical Branch Provide?

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