The journey in deploying a fully functional omnichannel solution doesn’t just happen overnight. That’s why it’s important for brands to plan for an effective strategy to execute. To do so, brands must keep in mind that offering a seamless shopping experience is key, and that brick-and-mortar stores should be considered enhancing the customer experience. Don’t stress, we’ve done all the work for you and have just the answers!
As you plan for success in 2018, here are some omnichannel complexities to keep in mind:
Product Information Management: Managing the information required to market and sell products through distribution channels. The real threat for brands is the lack of inventory transparency, and keeping inventory in synchronization across all retailer channels. To successfully fulfill online orders from different retail channels and locations, requires visibility and flexibility.
Distribution Strategy: Specifies how products are intended to transfer to the end consumer. In omnichannel, both the digital eCommerce end and physical storefronts, must connect, meaning there must be transparency for orders processed, orders picked-up, shipped and returned. The brand needs to own and manage the communication aspect in order to create a repeat customer.
Customer Data Management: Keeping track of customer information; such as buying history, habits and preferences. Most customers utilize various touch points prior to purchasing items.
Customers today find products through social media, mobile or brick-and-mortar stores. It’s important to expose your brand to multiple channels, creating a robust customer success strategy. In order to implement effectively, large amounts of data must be properly tracked, analyzed, and applied. Customer data should be relative to understanding your target audience properly to engage without exposing information.
Customer Support: Customers expect a seamless and convenient shopping experience across all-channels with high-levels of customer service. To do so, it’s important to not only have a customer support line, but a ‘live’ chat box on your site for ultimate customer care. This is important in order to keep things simple for the customer, maintain customer feedback from different timezones, and successfully manage customer needs.
“Every touchpoint — from digital to TV, radio and social networks — will let shoppers complete immediate purchases on the spot." - Greg Yevich, (Co-Founder and Technology Director of OperationROI)
Curious to learn more? Check out our infographic on Omnichannel Complexities: