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Why Companies Need to Embrace the Omni-Channel Experience

Omni-Channel Customer Engagement Article

Why Companies Need to Embrace the Omni-Channel Experience

 
April 24, 2015

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  By Michelle Amodio, TMCnet Contributor

The omni-channel experience is kind of a new strategy for retailers. While we’ve seen the boom of e-commerce take away from brick and mortar shops, businesses are starting to see the value in having the best of both worlds. The omni-channel serves the customer both online and off by offering a smooth shopping experience.


Let’s say you’re shopping for shoes online and you want the instant gratification of getting them the same day. Acme Shoe company will allow you to purchase the shoes online and pick them up in a physical store without ever having to wait, on line or the UPS guy to deliver them to your door step.

While some brands may be hesitant to get with the omni-channel experience, there are several reasons why it behooves businesses, specifically retailers, to get on this fast moving train.

In a hyper-connected mobile society, it makes the most sense. The omni-channel customer is the business of today and the future, as they are the central force shaping e-commerce and brick-and-mortar stores alike. It targets your existing customers, helps you gain new customers, it offers improved customer perception, and gives you better data collection. These are all convincing reasons to explore and implement the omni-channel.

Image via Shutterstock

Toy retailing giant Toys R Us got on the omni-channel bandwagon last year to compete with bigger online brands, like Amazon and Walmart.

Since then, they optimized the e-commerce experience and improved the omni-channel integration between stores and online.

The company recently announced big growth for this endeavor.

“Toys R Us will take customer insight into consideration to make the in-store and online services an exceptional experience for multichannel shoppers,” according to Retail Solutions Online.

As consumers adopt new technologies and channels to guide their purchases, consumer product companies have pursued new omni-channel strategies to reach customers directly.




Edited by Maurice Nagle
Omni-Channel Customer Engagement Homepage ››





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