Omnichannel: The Powerful New Direction of E-Commerce

Here are a few points that go into creating an omnichannel strategy in retail. This strategy could take months to implement. And even once implemented, a strategy is never static. In today’s hyper-competitive retail world, consumer loyalty is a moving goalpost. But let not the larger picture overwhelm you, here is how to get started.

• Make the customer the center of your omnichannel strategy. Think through and plan for every customer-brand touchpoint.
• Curate the customers’ experience across digital channels, public physical spaces, and your brick-and-mortar stores.
• Invest in strong branding and marketing so that your product stands out audio-visually and in text.
  Leverage every type of marketing – digital and traditional, be it social media, web ads, QR codes, billboards, kiosks, etc.
• Use an excellent CRM to collect as much data as you can on the customer. Keep your data clean and ensure you are using this data to reach out to your customer.

With omnichannel retailing, the smartest strategy is to create value for the customer. Value equals continued purchase of your product, which equals strong loyalty.

Three prominent companies that have really got omnichannel retailing right are Starbucks, Amazon, and Disney. They chose a marketing channel based on their product. For instance, Starbucks leveraged its Starbucks card, Disney created a mobile responsive website, and the My Disney Experience Tool, Amazon created the most customer-centric website and a whole ecosystem of products around it, such as Amazon Pay and Amazon Prime. The goal of all three companies was to create an array of sub-products so that the customer has a fulfilling experience, be it getting started with a coffee, entertainment, or shopping.

You can also read our blog post, 5 Tips to Select the Right IT Consultant for Your E-Commerce Business>>