17.05.2022
We live in the era of digital transformation, where everyone has access to a wealth of information at the push of a button. This fact has made customers even more demanding and has skyrocketed their level of expectations. Therefore, businesses need to find that way, which will make multi–tasking, multi–screening and multichannel customers choose them.
It is not enough for businesses to create a website and offer standard customer service. Modern consumers expect a seamless omni-channel journey, 24/7 customer service and personalized communication.
After all, for the customer, the competing company is always a click away!
An omnichannel strategy benefits both businesses and customers as it acts as a competitive advantage in an era of fierce competition. How is this possible?
An omnichannel strategy focuses on connecting all of a company’s touchpoints, including stores, social networks, websites, email and mobile. This allows customers to seamlessly move between these channels without experiencing dead ends.
This holistic strategy is different from a multichannel strategy, where the various touchpoints operate separately. In short, an omnichannel strategy breaks down boundaries to put the customer at the heart of the journey.
Five reasons why businesses are adopting an omnichannel strategy.
1. Improve customer lifetime value
An omnichannel experience puts the customer first, and it’s no wonder customers want to stay with businesses that put them in the driver’s seat. It is also not surprising that leaders in all market sectors consider long-term goals extremely important.
2. Approaching new customer segments
An omnichannel strategy benefits businesses by enabling them to reach new customer segments. This benefit is equally important for both leading retailers and wholesalers, as reaching new customers is key to growth.
3. Better understanding of consumers
With an omnichannel strategy, businesses only need to collect a customer’s data once, rather than at every touchpoint. The company can track its customers in all the channels it uses and, in this way, understand them better, knowing what their preferences are: the product cards they have looked at, which offers they have clicked on, etc. And of course, they don’t have to worry about creating and implementing strategies for each channel.
This allows for greater customization of communications and promotions made with each customer and this will make them feel special. He will feel that you do not treat him like everyone else, but that you know him personally and care about him.
4. Increase sales
Increased sales are one of the biggest benefits as it is the only way a business can survive. A Harvard Business Review study found that omnichannel customers spend 10% more than single-channel consumers. It is clear that leading companies prioritize long-term growth and see the benefits of an omnichannel strategy as strategic and structural.
5. Connecting the online and offline experience
Today, online and offline presence is not enough, everything must be interconnected. The ultimate goal of any company should not be to generate sales in a specific channel, but to allow purchases to occur naturally and easily in the channel of the consumer’s choice.
The rules of the game have changed.
Are you sure you want to continue with your usual sales strategy?
