How one luxury brand is connecting online with offline so customers ‘never have to start over’

Luxury watch and leather brand Shinola is hoping to close the gap between the online and offline experience to ensure its customers “never have to start over”.
The hope is shoppers who visit a physical store will be able to browse online at a later date (or vice-versa) and the website or in-store staff “will already know who they are”.
“Most retailers that say they’re ‘omnichannel’ are not. They’re actually ‘multichannel’,&r