Omnichannel aims to provide a consistent shopping experience to the consumer regardless of which channel or channels they interact with your business. As customers, we are becoming more demanding, while at the same time, the tendency to be loyal to a chosen brand is decreasing. Therefore, an online business needs to include far more elements in its outreach strategy.
Where do you start when thinking about your product being available across the various channels your customers use? It's worth looking at the research. A while back, Harvard Business Review reported that as many as 73% of customers who shop online use different channels when looking for the best option for them. And already half of the customers use the so-called ROPO: research online, purchase offline. All in search of the best price and service.
And this is where the whole thing really begins: how to pull from both of these worlds what's best for the business and the customer's experience with the brand. Therefore, preparing a good omnichannel strategy takes a lot of work and effort to make everything work well. And it was connected in an optimal way.
It is worth remembering that a well-run brand changes with its customers and constantly responds to their needs.
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