What is the omnichannel Strategy ?

What is the omnichannel Strategy ?

It integrates all of a company's communication and distribution channels in order to offer a consistent customer experience. It is also the opposite of a multichannel strategy.

Setting up

an omnichannel customer relationship: how to proceed?

Why is an omnichannel customer relationship essential today?

This approach is essential because omnichannel customers spend 4% more in-store and 10% more online than single-channel customers.

1 - Master your personas perfectly

2 - Map your purchasing journey

3 - Identify opportunities and frictions within your purchasing journey

4 - Deploy your marketing automation scenarios

5 - Analyze your customers’ feedback

6 - Balancing automation and human assistance

7 - Identify the gaps between your customers' expectations and what you offer them

8 - Develop effective self-service options for customers

Example

Disney

The experience often begins well before visiting a park, with targeted marketing campaigns and mobile apps that allow visitors to book tickets, track wait times, and personalize their stay. Once there, you can check restaurant availability in real time and see the wait time for each attraction.

Starbucks

Thanks to its mobile app, customers can order their favorite drink in just a few clicks, then pick it up at the store of their choice. This integration between the digital and physical worlds is one of the keys to delivering a successful personalized experience today.

And now, It's your turn !