Omni-Channel Retailing

About the Book

“In Omni-Channel Retailing, Ken Wong has captured the essential technologies and tools that we use everyday to provide our customers with the products they want, through the channel that best serves their needs.”

-David Markwell, Chief Technology and Analytics Officer, Loblaw Companies Ltd.

“Ken Wong has crafted a formidable yet highly approachable guide that every retail business, large, medium and small, should devour. Retailers who want to do more than survive will find Omni-Channel Retailing an indispensable roadmap to winning and keeping customers.”

-David Agnew, President, Seneca College

“Dr. Ken Wong provides an outlook that is current to today’s Retail industry. His contemporary insights provide relevance to all those interested in learning more about Omni-Channel Retailing.”

-Dr. Seung Hwan (Mark) Lee, Director, Professor, Retail Management, TRSM, Ryerson University

“There is no space for ‘silos’ or functional borders within the organization. All have to be integrated to deliver the best and consistent customer experience. Omni-Channel Retailing explores this strategy, provides proven examples of success, and delivers practical advice to help today’s retailers.”

-Perry Oosting, Former CEO, Clergerie Paris

The COVID-19 pandemic is rewriting the rules of retail. A growing number of shoppers now rely on same-day delivery, curbside pickup, in-home/in-car delivery, and AI-powered drive-thru to get their goods. To accommodate such a paradigm shift, retailers must undertake significant changes in their business models to become digitally enabled and data-driven.

Omni-Channel Retailing is written to help retailers and retail students understand the importance of delivering a seamless, cohesive, and contextual customer experience throughout the shopping journey. This book addresses today’s retailers’ challenges and gives new ideas for implementation. Relevant activities and discussion topics are included to help readers master the concepts.

About the Author

Dr. Ken Kwong-Kay Wong is an award-winning professor who has taught retail management for more than a decade in Canada. He co-authored the textbook Pop-up Retail Strategies in Omnichannel Context. His research examines luxury brands and customer experience management. Ken’s work has been published in the Journal of Retailing and Consumer Services, The Service Industries Journal, Marketing Bulletin, and other journals.