What is the “hybrid retail experience”? Shopify’s Satish Kanwar uses the term ‘hybrid retail’ to describe today’s customer journey, which blends the type of experiences you’d expect online with the offline world; such as monitoring which point of the purchase journey each customer is at when they visit a website and applying the same experience when they visit a brick-and-mortar store.
This is important because customers don’t care if they’re shopping online, offline, or both - they want a seamless journey, no matter what. Put simply, people don’t shop in channels. They just shop.