6 Best Practices for Great Omni-Channel Customer Experiences

Omni-Channel Experiences

Studies show that consumers will pay more for great retail experiences. In the age of digital commerce, retailers need to create outstanding experiences to remain competitive. Here are a few best practices to delight your customers and keep them coming back for more with great omni-channel retail experiences.

1. Make it Easy

Customers value convenience over all else. They yearn for seamlessness when it comes to brands—and you must know your audience so well that you can intuitively create the experience they need across channels.

2. Invest Equally in All Channels

Customers want the same customer experience both in the physical and digital world. You’ll need to find a way to offer unprecedented value during their first experience with the company—whether it’s online or off. Make every touchpoint memorable and impressive.

3. Provide Superb Customer Service

Customers want great customer service no matter where they are in the customer journey. This will help keep your audience engaged throughout the experience, ensuring customer satisfaction and fostering a long-term relationship.

4. Deliver Content at the Right Time and Right Place

Customers expect timely and personalized content. Whether it’s owned, earned or shared media, the customer expects dynamic and provoking information from a brand—it’s imperative to deliver the right message at the right time.

5. Invest in Technology

In 2017, evolving technology in the retail industry will be instrumental in enticing customers into physical stores and in creating seamless omni-channel shopping experiences. As part of the effort to provide consumers with better experiences, retailers need to incorporate technology even further into their businesses. 2017 will favor retailers who come up with smart, bold ways to personalize & elevate every aspect of the shopping experience.

6. Invest in a Fully Integrated System

With consumers’ expectations driving the demand for numerous shopping options, access to a large amount of product data, retail comparisons, competitive offers and constant availability of brand options, retailers must increase their efforts to set up a fully-integrated system to not only meet their clients’ needs, but also allow for flexibility, and support new ideas with little disruption to their profit and sales.

The future of retail will involve an integrated eco-system to ensure complete visibility and efficient supply chain management. Supply chain and inventory management sit at the core of omni-channel. While the typical interaction is with POS and e-commerce systems, retail businesses need to have the mechanisms to both take and feed data in real time to report on cost of goods, warehouse location and how much stock there is on hand.

2017-04-21T05:59:40+00:00