Understanding the Omnichannel Customer Experience

Posted by Speed Commerce

Omnichannel retail means giving your customers a seamless, consistent experience no matter how they choose to do business with you.

It seems like a daunting task to get your channels all on the same page, doesn’t it? But never fear – we’ve got 4 areas to focus on to ensure the ultimate customer experience.

Map Out The Customer Journey

To understand what your customers want, you need to experience first-hand how customers are interacting with your brand. The purchase process is no longer linear – customers interact interchangeably across channels: browsing, researching, buying online, and sometimes changing their entire behavior depending upon the channel they choose to use.

Find out the answers to the following – What key questions are being asked at the brick-and-mortar locations? Do people want the ability to have online look-up? What do they use their mobiles for? How are customers finding you (paid search, social ads, blogs, etc.) and what keywords are they using to get there? When they land on your PC site, where do they click first? Is that different on your mobile site? It’s all about the data!

Transaction data tells you what’s working and what isn’t. So, by logging data from each transaction across every channel, you gain insight into where your customers are struggling and where things are moving smoothly.

Be Present

You should meet customers where they are, regardless of their channel of choice, and operate as a single brand. If they started browsing on their laptops and added items to cart before leaving for an appointment, they should be able to pick up where they left off on their smartphones or through a mobile app – all by providing simple identifiers to continue the shopping experience.

Also, make sure to utilize your social channels as more than just a marketing strategy, but as a true communication tool, too!

Facebook is great for facilitating discussion about products, while Twitter is great for answering customer service questions and responding to quick requests for info. Have a highly visual product or service? Get on Instagram or create a Pinterest page! Know what works for your customers – and then get in front of them.

Personalized Interactions

Customers expect a degree of familiarity when they shop with a brand more than once – and sometimes, even just the first time! While sales staff can personalize the experience in-store, in the online world, you need to find ways to capture data about your customer to track preferences, search history, and purchase data. Using geolocation data helps identify customers who’ve got your mobile app when they visit in-store, and syncing their purchases and preferences creates a more personalized experience when the customer visits a physical location. Contact center and customer care agents should also have access to the customer’s profile.

Customers will go back to a place where they feel both comfortable and valued – it’s important to acknowledge past preferences and tailor the experience with offers, products and promotions that are relevant to the customer.

Seamless Experience

The omnichannel experience is about catering to customers across different devices and locations – but it also means keeping your brand messaging and service levels consistent across the board.

They should be able to move from one device or mode of communication to another (for example: all key functions of your full site should match your mobile-optimized version; contact center agents should have access to live chat transcripts, phone conversation notes, etc.) without much hassle. Even more importantly, the customer and your employees should never have to answer the same questions or re-enter the same information over and over again, wasting time and money!

It’s relatively easy to test whether your omnichannel experience is a truly integrated one. Are your contact center agents able to review all customer communications and order history via your CRM system? Are your in-store associates able to access online transactions to know when a customer has already paid online, and is only coming to the store to pick up the product? Are your stock levels accurately represented in-store, online, and in the contact center – or are they different depending upon where you look?

Your biggest challenge with omnichannel retail is the need to feel and appear unified – not leaving the customer feeling like they have shopped at 3 different stores. Each interaction should feel like a continuation of the previous one! If

What are some of the tactics you employ to ensure that your customers receive a seamless experience?

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