Omnichannel isn’t a buzzword. It’s a behavior, and in home furnishings, it’s a growth lever you can measure.
HBR’s latest guidance adds how to the why: brands that engineer “moments of shareable joy” - small, memorable touches people want to talk about, earn attention and loyalty across touchpoints.
Put together, the brief for home furnishings is clear: build connected journeys that spark delight online and in-store, and you’ll drive more visits and more spend.
What “shareable joy” looks like in furniture
- Big‑ticket confidence moments. Clear delivery dates, white‑glove options, and real‑time stock remove anxiety at checkout. That relief is a shareable feeling.
- Personalization that feels helpful. Shoppers expect you to recognize preferences and shorten the path. Done right, personalization lifts satisfaction and conversion.
- Visualization that reduces risk. 3D spins, rich photography, and scale cues help customers see finish and fit, which can cut returns and boost conversion.
On‑site moves that create joy (and revenue)
- Local Inventory Everywhere. Show “in‑stock near you” badges, store availability, and delivery windows on PDPs. This is the backbone of omnichannel lift and in‑store visits.
- AI Search + Guided Discovery. Help shoppers jump from style, size, and budget filters to live options that can be delivered by Friday. The perceived time saved is the delight.
- Crystal‑clear Delivery UX. Upfront fees, timelines, and white‑glove choices remove friction. Confirmation flows should feel like hospitality, not logistics.
- Rich Product Content. Deep specs, lifestyle imagery, 3D spins, swatch galleries, and FAQs address the common objections that stall big‑ticket purchases.
In‑store moves that make people talk
- Assisted‑selling with live data. Associate tablets that mirror the site: real‑time inventory, fabric options, financing, and delivery dates. Build the cart together. Text or email it on the spot.
- QR “pick up where you left off.” Every price tag links to the PDP, reviews, and actual availability at that store. (PDP = Product Detail Page)
- Micro‑experiences. Swatch bars with “build your look,” selfie‑friendly reveal moments at pickup, handwritten thank‑you cards in delivery kits. These are the shareable joy beats.
- Proactive service. Text updates with day‑of delivery tracking and a short “set‑up tips” video. Personal and useful wins the story.
Connect the journey
- Reserve Online, Sit On It In Store. Lock inventory, book a time, and route to the closest showroom.
- Click‑to‑Collect + Upsell. Fast pickup lanes with small home accents merchandised nearby.
- Lifecycle personalization. Post‑purchase emails that match the style of what they bought; cross‑sell coordinated pieces and care content.
What to measure (and how to prove it)
- Store‑visit lift from digital. Track Local Inventory signals and “find in store” clicks to visits.
- Assisted‑selling close rate. Compare transactions touched by associate tablets vs. not.
- Visualization impact. Compare PDPs with enhanced imagery/3D spins vs. without for add‑to‑cart, AOV, and return rate deltas.
- Repeat trip cadence. Re‑verify the HBR effect in your data: repeat visits and per‑trip spend for shoppers who used 2+ channels vs. one.
30‑60‑90‑day plan to operationalize
Days 1–30
- Turn on local inventory and store‑level availability on PDPs. (Read the Availability Blog)
- Stand up an associate tablet experience that mirrors the site.
- Map “joy” moments in current journeys. Pick three to prototype.
Days 31–60
- Upgrade PDP content: lifestyle imagery, 3D spins, swatch galleries, and FAQs.
- Add delivery clarity: fees, windows, white‑glove options on PDP and cart.
- Pilot QR tags on five key collections. Train staff on “continue the cart” flows.
Days 61–90
- Roll out lifecycle personalization: style‑matched bundles and care content.
- Measure store‑visit lift from local signals and reroute budget to winners.
- Package 10 “shareable joy” stories from real customers. Use on PLPs, in email, and in‑store signage.
The takeaway
You sell furniture, engineer delight across channels, and wire it with inventory truth. The data shows omnichannel shoppers come back more often and spend more. The brands that turn those touchpoints into “shareable joy” own the conversation and the revenue.
Retail on!
Sources: Harvard Business Review (omnichannel repeat trips/spend findings; “shareable joy” guidance).
See how Blueport powers omnichannel for furniture retailers.
