The 4.0 consumer is becoming more demanding as the days pass. When buying from a certain brand, they want to have a good experience.
They want to connect with the brand, and there is nothing better than figuring out that they can reach you through different channels: a social media platform, a site, a physical store.
This strategy is both an innovation and a jamaica phone number data response to customer demand for a better, more complete shopping experience, with fewer online and offline barriers.
In this article, we are going to look at:
- What is omnichannel?
- Why is everyone talking about omnichannel?
- What are the benefits of an omnichannel strategy?
- How do you make your business omnichannel?
- What are the main challenges of omnichannel?
And to start us off, let’s first understand what this term means. Shall we?
What is omnichannel?
The omnichannel strategy is based on the simultaneous and interconnected use of different communication channels, with the objective of strengthening the relationship between online and offline to improve the customer cost per action (cpa) experience.
The word contains the prefix “omni”, which in Latin conveys the meaning of “everything and the whole”. That is, its closest meaning would be something like “all channels”.
However, that is not enough to understand the power and scope of this term.
When we limit ourselves only to the word’s semantics, we may end up confusing omnichannel with multi-channel and cross-channel — other widely used terms.
They all relate to the user experience with the channels offered by companies. Therefore, they might convey the false feeling of having the same meaning.
To prevent this from Omnichannel strategy happening, we have listed each of the terms separately below, with their respective definitions and examples. Check it out!
Multi-channel
When we talk about multi-channel, we are faced frist database with the prefix “multi”, that refers to a lot or many.
An example of a multi-channel strategy is when a company offers multiple purchase channels, such as a website, app, and physical stores.
However, they are not connected. Salespeople who work in the physical store do not know about the purchases made through the app and/or on the website, and vice versa.
There is competition between the purchasing channels, and there is no exchange of information between them.
Cross-channel
In a cross-channel strategy, the channels of a company can cross as follows: the client can purchase an item online, on the website, and then pick it up at a physical store.
Here, there is no competition between the channels since they start to complement each other.
Omnichannel
As we said, the prefix “omni” refers to “all”. In this case, all channels of a company are connected.
You can use the brand’s app Omnichannel strategy while inside the store to check if they have the specific product you want.