Strategy

Engage with customers using an omnichannel shopping experience

By June 8, 2020September 25th, 2020No Comments

As technology quickly evolves, accelerated by COVID-19, the Internet is becoming an even larger part of our daily lives. We’ve integrated the online world into our offline routines, from social interaction to work to education. The rise of digital has especially transformed the way we shop.

While consumers have fully embraced the speed and convenience of online shopping in 2020, physical stores are still an integral part of the retail experience. Switching between online and offline shopping is the new normal. Almost three-quarters of customers use multiple channels during their shopping journey! It’s important for retail businesses to communicate with customers using an omnichannel shopping experience to provide a seamless, integrated experience.

What is omnichannel shopping?

Omnichannel shopping refers to an integrated buying process in which customers enjoy a seamless experience across all touchpoints, both online and offline. Customers may use a number of channels to browse and shop for one specific product. Yet, they encounter consistent branding and messaging from each of the brand’s channels.

Today’s consumers expect to be able to communicate with a business through multiple platforms, anytime and anywhere. Your brand can effectively connect with current and potential customers using an omnichannel strategy. A well-planned omnichannel shopping experience creates a cohesive customer journey, whether shoppers are browsing your store on Instagram, their desktop or in person.

Personalizing the Customer Journey

An omnichannel approach delivers a unified shopping experience across all touchpoints, from your ecommerce website and digital marketing campaigns to physical stores. This way, retailers can create memorable, personalized interactions with customers both online and offline. By coordinating your digital and tactile experiences, you can effectively connect with new prospects and encourage customer loyalty!

The omnichannel experience prioritizes the customer’s journey and overall brand experience. Whether your customers are engaging with your brand on social media, your website or at a popup event, give them a consistent, immersive experience. Identify areas on all of your platforms where you can modify the customer shopping experience to improve engagement.