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What are the key benefits of omnichannel approach?
The omni-channel customer experience brings a number of advantages to the table. Below are some of the biggest impacts it can bring to the brand.
- Convergence of in-store and digital shopping experience - Omni-channel retailing isn’t limited to online experiences alone. The most important aspect is to integrate it with brick-and-mortar operations and create one large, unified entity that has different interaction options.
- Treasure trove of information - When retailers are present across multiple channels, they have the power to harness information from all those platforms. There’s a wealth of consumer history data they can cull from all of them.
Retailers can collect their information in-store, search their preferences online, and better understand their purchase timing so that the retailers can provide them with personalized product suggestions on their next visit. Better yet, retailers can send targeted marketing emails that offer items relevant to what they want. Retailers also gets the opportunity to cross-sell or upsell to further boost sales
- Enhanced customer satisfaction - Having an online store mitigates the limitations brought about by brick-and-mortar opening hours and location. Even when the physical store is closed, customers can still shop 24/7 or place their orders in advance. Queries and reservations can be handled by a chatbot which can be read by actual sales agents on the next business day. Once the physical store opens, customers with reserved orders can just pick up the item they paid for online.
This is what we’re all looking for in doing business with people. Seeing the smile on the face of a satisfied customer or hearing good feedback on how well retailers served them. These are the benefits of an omni-channel experience. Businesses must be flexible in order to satisfy customer needs without sacrificing the quality of service provided. An omni-channel marketing strategy exemplifies this practice since customers can contact retailers on the platform most convenient to them. The less hassle, the happier customers are.