AICompound ValueOmnichannel

Online-Offline Customer Journeys

Grow CLTV 3-5x With Unified Online and In-Store Personalization

Customers who engage with your brand both online and in-store can be worth 3-5x more…but only if these experiences are connected in real time. With this use case, you can unify online and offline customer data to deliver seamless cross-channel experiences — all from a single platform. Capture in-store interactions through QR codes, POS systems, and sales associate data, then trigger real-time campaigns across email, SMS, web, and app to create seamlessly personalized experiences.

Channel

Products:

Marketing Automation

Industries:

Ecommerce Financial Services Hospitality & Restaurants Retail Sports

Goal:

Increase Retention

Metrics:

CLTV Purchase Frequency Retention Rate Revenue

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Why Marketers Turn to Bloomreach for Bridging Online and In-Store Data

Customers want their online and offline experiences to be connected, but marketers often struggle to maintain a consistent personalized experience, with disconnected systems preventing them from recognizing customers across touchpoints. Managing QR codes, vouchers, and POS data across multiple platforms requires fragile integrations and manual handoffs.

Only Bloomreach’s marketing automation solution collects first-party data from channels and combines that with online and offline customer and product data for real-time personalized journey orchestration in one single platform. Most tech stacks require separate tools for QR codes and vouchers, messaging, POS ingestion, identity resolution, and attribution, which breaks any chance for real-time personalization. Bloomreach’s solutions unify these steps so every scan, redemption, and purchase instantly triggers the next best message, resulting in smarter recommendations and fewer wasted communications.

Get Inspired: Connect Online and Offline Experiences

QR Code

Onboarding

Incentives

Gamified Data Collection Using QR Codes

Drive cross-channel engagement with interactive experiences that capture offline customer data. Customers receive QR codes on receipts, POS displays, or packaging that link to digital prize wheels, instant-win games, or loyalty rewards. When scanned, the QR code captures the in-store purchase data and unifies it with the customer’s digital profile in real time.

For example, a quick-service restaurant prints QR codes on receipts that lead to a prize wheel where customers can win discounts on their next visit, with each spin updating their profile with purchase preferences and visit frequency. The unified data enables personalized follow-up campaigns across email, SMS, and push notifications, while also preventing duplicate offers and measuring true cross-channel attribution from a single platform.

Cross-channel customers deliver 3-5x higher lifetime value, but only when systems are connected. Popeyes UK's unified approach drove 3x repeat visits by bridging offline and online experiences.

In-Store to Digital Welcome Campaigns

Bridge in-store interactions with digital personalization through unified welcome campaigns that adapt based on offline behavior. Sales associates collect customer information and browsing preferences in-store, which immediately feeds into personalized digital experiences. The system tracks what customers viewed with associates, items added to favorites in-store, and products discussed during consultations, then delivers tailored email and web experiences reflecting those specific interests.

For example, a furniture retailer captures which sofas a customer browsed in-store and sends follow-up emails featuring those exact products with complementary recommendations. If customers express interest in specific items in-store, automated campaigns remind them about their selections. This approach recognizes that the customer journey often starts offline and ensures seamless continuation online.

In-store conversations generate valuable intent data that most brands lose. Sofology captured this data to power personalized welcome campaigns, driving a 16% conversion rate and a 7% higher average order value.

Drive Online-to-Store and Store-to-Online Conversions

Maximize customer lifetime value by encouraging customers to purchase across both channels with strategic incentives. Target first-time in-store purchasers with compelling offers to make their second purchase online, or target online-first customers near physical locations with incentives to visit stores. Use geolocation data to identify customers living near stores and trigger location-specific offers via email or SMS. For example, send online shoppers a “Pick up in-store today and save 15%” message, or offer in-store purchasers “Free shipping on your first online order.” The platform automatically tracks which channel each purchase occurs in, suppresses irrelevant messaging, and measures the true impact of cross-channel behavior on lifetime value.

Data shows customers who buy both online and in-store deliver 3-5x higher CLTV than single-channel shoppers.

How It Works

Create dynamic QR codes and vouchers directly in Bloomreach’s marketing automation solution, which canthen be deployed across email, SMS, web, app, and POS systems.

Customer interacts with your brand in-store by scanning QR codes, redeeming vouchers, or sharing preferences in-store. Each interaction automatically updates their unified customer profile in real time with purchase data, location, and behavioral insights.

Bloomreach captures all offline interactions and immediately updates their unified customer profile with purchase data and preferences.

Loomi AI analyzes this combined online and offline behavior and triggers personalized cross-channel campaigns across email, SMS, web, app, and ad platforms based on in-store behavior.

Trigger real-time follow-up campaigns that reflect both online browsing and in-store purchases for true cross-channel personalization.

Food and Beverage Restaurants +20% Purchase Data

Popeyes UK Drives 3x Repeat Visits by Capturing 20% of Offline Data With Bloomreach

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Campaigns Built Using Unified Online-Offline Customer Data

Popeyes UK faced a critical challenge: 75% of orders happened through kiosks, but the brand couldn’t identify those customers for personalized follow-ups. Using Bloomreach’s marketing automation solution — powered by Loomi AI — Popeyes created the “Winner, Winner, Chicken Spinner” campaign, where customers scanned QR codes on receipts to play a digital prize wheel. This unified offline and online data in real time, enabling true personalization. The results: 3x increase in repeat visits, 8% revenue growth, and 20% more purchase data tied to identified customers.

Target Audience for Online-Offline Experience Integration

Retailers with physical stores and ecommerce platforms maximizing customer lifetime value, quick-service restaurants using kiosks alongside in-store ordering, financial services connecting branch and digital banking interactions, and sporting organizations coordinating online ticket sales with in-venue experiences at matches and events.

Particularly valuable for omnichannel businesses where customers switch between digital and physical touchpoints, loyalty program operators requiring unified profiles, and brands struggling with fragmented POS and marketing data.