Recent studies suggest that 86% of shoppers regularly hop across at least two channels while looking for a product. Considering the same, about 87% of the retailers recognize how crucial omnichannel retail customer experience is for their business. Customers who interact with your retail business through more than one touchpoint – including social media, website, and physical store – convert and become repeat customers. Hence, a consistent experience across different touchpoints is essential to retain customers.
Connecting these touchpoints to create an omnichannel customer experience can improve a customer’s interaction with your organization and increase sales. Let’s talk about what an omnichannel experience is and how you can create one.
What is an omnichannel customer experience?
Omnichannel simply means reaching customers through multiple channels of communication. Omnichannel customer experience leverages a defined multichannel strategy to integrate marketing, retail, and customer experience.
Why do retail brands need to have an omnichannel experience?
Companies with a robust omnichannel experience retain 89% of their customers. Here are some vital statistics that would make you decide best for your retail business!
- Marketers who use an omnichannel channel strategy witness a 250% higher engagement rate than those using single-channel marketing.
- The average order value was 13% more when marketers used the omnichannel strategy.
- The customer retention was 90% more with an omnichannel strategy.
How to Create an Omnichannel Retail experience?
Whether it’s an automated machine, a chatbot, through social media platforms, a website, or your retail store, it should be a cakewalk for your customers to complete their purchase. Here are some significant factors to help you create one for your brand!
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1. Understanding Your Customer Identities
Resolving or understanding your customer identities means that you should need a single customer view to map out their journey across multiple channels. Think about it: How many devices has your customer used- a laptop, a phone, maybe an intelligent machine, and more.
Studies from Salesforce suggest that “76% of consumers expect brands to understand their needs,” yet 51% say that “most brands fall short of their expectations for good shopping experiences.”
With customer identity resolution, you can gather data across multiple platforms, integrate them to one unique user, and use that data to delight your customers with personalized messages.
2. Use Data While Strategizing
Use CRM data, social listing data, and customer’s online search behavior to know how your customer behaves. This way, you can create a solution to address their specific challenges. Moreover, you can reduce churn by using the data in the right way.
3. Personalize Customer Journey
Once you are done analyzing the data, you can segment users into several categories based on their common behavior patterns. This helps you to create personalized journeys for each type of customer.
In conclusion, most retail businesses today are moving from multichannel marketing to omnichannel presence for a simple reason- more significant sales and customer retention. Creating an omnichannel retail experience is not an easy task, which is why you need to define an ideal marketing strategy. Interestingly, the Omnichannel approach involves not only the online channels but also the offline ones.
Contact our experts to ensure a well-defined process with the help of an ideal retail app!