Omnichannel is taking over, this is how you keep up.
Whether you’re shopping online from a desktop or mobile device, by telephone or in a physical store, one thing is on the front mind of retailers: giving you the most seamless shopping experience possible. “Omnichannel” has become the retail hot-button word, and retailers are hyper-focused on giving consumers what they want, when they want it, via any channel they prefer.
Nowadays the retail world is full of options, all intended to provide savvy shoppers with the best price, service, product and convenience. Think of it this way: a senior citizen wants to buy a new television. He may ask his grandchild for recommendations, then go to the store and purchase the television. That same grandchild might spend a long time searching online, reading up on websites, adding – then abandoning items in carts on mobile and desktop, before finally purchasing because he got an email with an exciting offer. This is why omnichannel selling is so important.
However once companies have a vision of this, many jump right into functional requirements, skipping the important step of defining the actual customer experience. Creating a memorable experience in the customer lifecycle is critical and will map the needs of your customer segment, aligning to your brand values.