How to build a connected kitchen retail journey

Today’s customers aren’t shopping in a straight line. They scroll on mobile, search on desk-top, dream on Pinterest, and ask friends for recommendations. They expect to move from online to in-store without friction. If your journey has gaps - between your website, your planner, your CRM, or your sales team - you’re losing opportunities to convert.

A fully connected journey is no longer a luxury. It’s the foundation of how modern kitchen and bathroom retailers win.

What Is an Omnichannel Journey in Kitchen Retail?

An omnichannel journey means creating one consistent customer experience across every interaction - from the first digital touchpoint to in-store conversations, order processing, and installation.

For example:

• A customer finds your website and starts a kitchen design planner.
• They save their layout and book a consultation at your showroom.
• When they arrive, your team already has their saved design ready.
• From there, you build the quote, send it digitally, and manage the install schedule - all within one connected system.

That’s what your customers want. And that’s what big-box chains often fail to deliver.

Why Disconnected Journeys Hurt Conversions

Let’s say your website doesn’t let customers book appointments. Or your showroom staff can’t access the customer’s saved room design. Or your CRM doesn’t alert you when a lead returns to the site.

Each of those gaps introduces friction:

• The customer has to repeat themselves
• Your team looks unprepared
• Opportunities to upsell or reassure are missed

In a high-investment category like kitchen remodeling, trust and ease are everything.

3 Ways to Build a More Connected Experience

1. Start with a planner that saves data across platforms
   Let customers plan online and access that same plan in-store. Bonus: you can use that da-ta to personalize the consultation.
2. Link your booking tools with your CRM
   If someone books a consultation, your system should automatically create a lead, assign it, and start the follow-up process.
3. Use digital tools during and after the showroom visit
   Build the quote on a tablet, update customer records, and send follow-ups with interactive options like “approve and pay” or “book install.”

You Don’t Need to Do Everything at Once

Start small. Even connecting your website planner to your consultation booking tool can make a big difference. As you grow, look for solutions that integrate your ecosystem - de-sign, pricing, CRM, payments, and delivery - into one smooth flow.

Want to see what a truly connected retail journey looks like?

Download the free business playbook: Inspiration to Execution: Converting Consumer Interest into Personalized, Delivered Projects