By now you have probably have heard too many times OMNICHANNEL. But besides the definition, the most important is to be sure that the business strategy is being executed well. Technology has become a part of our day-to-day living and as the consumer has changed their behaviors. Marketers, Salespeople, Customer service, and Retailers must embrace the idea that the customer is the same person no matter if they are interacting with the brand through a desktop computer, mobile device, tablet, smartwatch, or in a brick and mortar store.
The main idea of OMNICHANNEL is to give the customer an integrated experience wherever they may be.
Here are 5 essential tips to master an omnichannel strategy for retailers.
MARKETING SYNC
It’s important to have a clear idea inside the organization that multiple channels are gone, now the customer is the channel, be sure to deliver the same message, goals, and objectives through all your platforms for an integrated marketing strategy.
FOCUS ON CUSTOMER EXPERIENCE
Make it easy for the customer; Oasis Stores in the UK are a great example of this. They fused their eCommerce site, mobile app, and the brick n mortar store. If you walked into a store, you will find a sales associate armed with an Ipad ready to give you more information about the product, also the same Ipad works as a register, and in the scenario that an item is out of stock, the sales associate can order it for you online and have it shipped directly to your home.
THE STORE AS A HUB
Many times businesses measure the performance of the physical stores and digital platforms separately, today it’s all about how each channel can help to make the sale. Digital players are opening physical stores, in the understanding that the physical store can be used as a hub for pick up, a distribution center for online orders, or as a showroom. Remember You are not measuring brick vs clicks it’s all about commerce.
TECHONOLGY FOR ALL CHANNELS
Invest in the right technology for each different channel to offer as a result a great journey for your customer to receive content, product research, customer service, and easy process to buy your products.
INVENTORY SYNC
It is important to have an accurate in-store and online product availability of your products, customers want to be sure if a product is available when visiting a store, and when ordering online they expect the product to be available and deliver as promised.
IBG 