The Seemless Omnichannel Experience exist both offline and online : Retain Your Customer

We must not forget that the omnichannel customer experience is not exclusive to online. Online and offline experiences can (and should) be complementary. Even the biggest retailer online, Amazon, understood this and has already opened a physical store, with plans to open several more.

The key to omnichannel is a holistic view of the customer, regardless of the channel he or she is using. This means personalization is key, and brick-and-mortar stores still offer a better way to offer a personalized shopping experience through the help of trained sales assistants.

One day a customer decides to buy a camera. He starts researching online, reading reviews and asking questions in forums. To finally decide which model to buy, the person starts a web search for the best price both online and offline. When finding an offer the customer likes, he puts the camera in the shopping cart. However, as he doesn’t have the credit card nearby, the tab is closed and left for later.

Surfing the web again, the individual sees ads about the same camera all around the internet and is reminded on the purchase. But the moment the shopper returns to the online store, the price has increased, so he decides to wait until it is low again. Some days later the person receives an email from the online retailer reminding them that the shopping cart is still available, offering free shipping on the item. The discount makes the price similar to the one the customer had considered the first time, so he buys it and receives it at home some days later

The omnichannel customer experience includes tracking your customers’ needs to find the correct time to reach out to them with offers in order to create a seamless omnichannel experience. This means that businesses have to identify the opportunity and act proactively to leverage it. For the customer, the shopping experience should feel cohesive, rich and rewarding.