Omnichannel Customer Experience- Building the Future of Retail

by QDegrees Services Customer Experience Company

Omnichannel is the new retail trend. Every Marketer is trying to build a strategy around Omnichannel using all touchpoint to improve Customer Experience and eventually build more business. Brick and mortar stores are focusing on spreading their business on online channels, social media, websites and others besides their physical outlets and vice versa is also equally essential when it is about delivering omnichannel experience.

Omnichannel is sometimes confused with multichannel. Organizations are featuring their brands on tv, internet, media, physical stores, radio and more but here the customer can deal with one channel at a time. This approach is multichannel and it is into existence since long. Omnichannel is a completely different ball game, the customer is at the center and all the channels are easily accessible anytime, wherein channels are also interconnected to provide a seamless shopping experience. Omnichannel Strategy provides to the customer a more personalized and synchronized by integrating the shopping channels and updating them with the same services and products.

Today whatever we search or fill our shopping cart with, becomes the priority of the respective brands and they offer various discounts or benefits to make sure that we buy it. How is this possible? This is because of the rising need of creating omnichannel customer experience. No matter what channel or source we found about the product and on which channel we ended our journey, it’s obvious to receive the same experience and benefits everywhere. Tracking customer shopping journey and reacting at the right time brings in the delight to both the brand and the customer together.

Building omnichannel experience is about designing the seamless experience with reduced effort to bring the WoW factor. This not only retains the customers but also builds loyalty and makes them the brand advocates.