You have probably heard and read about “omnichannel” many times if you are interested in the fast-growing e-commerce field. The term was first coined in 2011, and almost 10 years later, it is on the rise to become one of the hottest buzzwords in the retail industry. But what is omnichannel and why omnichannel trends intrigue businesses? Let’s find out.
Overview
What is the omnichannel experience?
First, let’s break the terms down one by one. Omnis means “all” in Latin, while channels are where interaction between retailers and customers occurs. Therefore, omnichannel experience refers to an approach that attempts to create a seamless customer experience, from online to offline shopping.
Normally, a customer would gather as much information as possible from a variety of sources to support their purchase decision. And then they will decide whether to make a purchase or not. That’s why it is important to have an omnichannel present to shoppers.
Benefits of having an omnichannel experience
With an omnichannel strategy, retailers can collect and unify customer data from disparate channels such as physical and virtual stores, mobile apps, or social media, etc. Using the data collected, you can build better customer services and design effective marketing campaigns.
Omnichannel marketing helps place your business across all channels in a consistent way. Every time a customer encounters your brand, they are offered a seamless customer experience. This results in greater brand visibility and of course, greater customer loyalty. Also, this strategy is cost-effective for your business, allowing you to focus on other crucial aspects. Below are 3 reasons why omnichannel trends are so popular right now.
3 reasons for omnichannel trends in retail
Cross-channel shopping habits
Shopping habits are far more complicated than before since customers are now omnishoppers. For instance, a customer is likely to have some time researching a product on a mobile device at home, and then visit an offline store to pick it up a few days later. According to a study of 46,000 shoppers, omnichannel shoppers tend to spend more than single-channel shoppers. Also, they are more loyal to your brand and likely to suggest you to their family and friends.
Another interesting insight is that Gen Z, the largest generation of consumers in near future, is bringing a new demand for omnichannel trends. They tend to switch among different devices and platforms, so a unified and consistent approach is needed. With a proper and consistent strategy, brands will have an advantage in capturing this up-and-coming generation.
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Modern brick-and-mortar businesses
Omnichannel trends have greatly changed the way brick-and-mortar businesses operate. Especially during the COVID-19 pandemic, the Click-and-Collect method is highly adopted by shoppers. Customers can just place an online order and later visit the store to collect purchased items. This helps reduce the risks and attract more customers to your brand since it’s safe to shop with you! The omnichannel strategy also creates a more professional and seamless workflow, enhancing the success of the brand itself.
Demands for brand awareness
Consumers are researching brands through mobile, social media, marketplaces, in-store, and many more. For that reason, it is essential to build an omnichannel strategy that engages different types of customers across all platforms. For example, you can reach young people through mobile or social media while the elderly can find you with print or online ads. Eventually, this will help optimize your business’s operational productivity, customer experience, and overall profitability.
Final words
The most successful businesses surely know that omnichannel trends are must-haves to provide seamless customer satisfaction across touchpoints. To experience a boost in brand recognition, consumer loyalty, and revenue, the best thing you can do is to start creating an omnichannel experience now.
With ConnectPOS, you can open new possibilities into an omnichannel journey with a leading POS system. Learn more about how ConnectPOS can keep you up with today’s omnichannel trends, ring us up for further details!