Redefining the shape and essence of your brand in a fast-growing world of commerce is not a walk in the park.
Omnichannel commerce is the top buzzword recently—but what does it really mean and what good can it bring to your business?
Omnichannel commerce definition
Omni-channel commerce is a sales approach that provides a seamless customer experience. With the help of omnichannel software, customers can choose whatever channel they want for their interactions.
This sales strategy involves using multiple channels to assist consumers along their buying journey. All channels are fully integrated and all of the customers’ history of conversation is brought along across all channels.
The State of Commerce Experience 2021 shows that 44% of B2C buyers and 58% of B2B buyers conduct product research online before going to a physical store. Even when the buyers are already in the store, they will still go online to continue verifying other product information.
When a customer has fully gathered the information they need from various channels, this will encourage and support their purchase decision. Hence, they will decide to buy from your shop.
Contrary to multichannel, omnichannel commerce focuses on the entire customer experience and not just on the individual experiences of consumers on different channels.
But apart from this core role that omnichannel provides, there’s a lot of other benefits it can offer your customers and your business.
Benefits of omnichannel commerce
In this section, we are going to talk about how this myriad of fully integrated channels can give your business the advantages it needs.
Whether you’re working on merchandising to fulfillment, you’ll gain these benefits of omnichannel commerce once you implement it.
Boost customer experience
A unified customer experience is just one of the most helpful benefits of omnichannel commerce can give you.
As customers’ shopping journey gets more detailed and complex, so do its touchpoints. Hence the need for seamless integration from one touchpoint to another is more in-demand than ever.
When you break down the walls between the preferred channels of consumers and what your brand offers, both parties will be empowered to interact with each other. Interaction between a company and a buyer would then feel natural and convenient.
Increase sales and customer retention
Revamping your sales strategy into an omnichannel one might sound more challenging than it sounds. But, it’ll definitely draw a lot of gains for your consumers and your revenue.
When you have multiple channels open for use, customers would spend more in your store compared to those who used just one single channel. If these customers find it more enjoyable for their buying needs, it’s very likely for them to become repeat customers.
These repeat customers are also more likely to suggest your products and services to family and friends than those who used a single channel.
With entertaining branding, you wouldn’t have to necessarily focus on discount coupons, sale seasons, and other traditional marketing gimmicks.
If you are sure of your branding, and you have an omnichannel commerce system you could rely on, all you have to do is to focus on customer retention.
This means that an omnichannel strategy can positively contribute to your sales, while it also boosts your customer loyalty. It’s a win-win situation!
Better data collection
Retailers and businessmen who keep records of their customers’ history of transactions over different channels can personalize their service better.
In an omnichannel commerce approach, businesses can gain insights on how to encourage customers to shop both online and in-store.
Personalization
Every client wants a personalized experience. We’re sure as a business owner, you wouldn’t want to serve your customers stiffly too.
Your customers expect a natural human connection that is personalized at every channel and touchpoint. If a customer wants to see your website to search for products easily, or to compare prices, they expect personalized assistance from your shop.
Given that 74% of online shoppers get easily frustrated with websites that keep on showing non-related ads, it’s becoming more relevant to offer personalized experiences to your shoppers.
Because if not addressed properly, you’ll lose these frustrated customers. Hence, personalization is not just worth a try, but a must-have for today’s competitive market.
The future of omnichannel commerce
Redefining the shape and essence of your brand in a fast-growing world of commerce is not a walk in the park. You’ll encounter more and more brands trying to keep up with the use of technology, new marketing methods, and business models.
One of the best ways to actually join these competitive shifts is for you to start switching from single-channel or multichannel to omnichannel commerce. It might take you a lot of time and effort but it’s surely worth every sweat and tear.
Now, like yourself, is your business ready to be introduced to omnichannel commerce? Will you allow yourself to make the switch?
