by Madison O’Connell, Salesforce.com
- Going omnichannel demands seamless, personalized experiences across all touchpoints.
- Benefits include improved customer lifetime value, increased sales, and better inventory management
- To succeed, businesses must utilize data-driven insights for continuous improvement
The global shift towards omnichannel marketing strategies has transformed customer expectations, with shoppers now demanding seamless, personalized experiences across all touchpoints.
According to a Coresight report, 74% of retailers have already implemented or started working on their omnichannel plans, while the 2019 Salesforce report shows that 67% of customers use multiple channels to complete a single transaction. Furthermore, 40% of customers say they won’t do business with companies if they can’t use their preferred channels.
Adopting an omnichannel approach offers several benefits, such as improving customer lifetime value, reaching new customer segments, increasing operational efficiency, boosting sales, and optimizing inventory turnover. As the store’s role evolves to include curated experiences and brand showcases, an omnichannel strategy unites physical and online channels, reinforcing their strengths and making businesses more competitive.
To create a successful omnichannel strategy, businesses should focus on personalizing services, creating memorable in-store experiences, incorporating interactive technology, investing in consumer insights, digitizing stores, mapping the customer journey, and nurturing brand advocates. By doing so, businesses can provide exceptional experiences that set them apart from competitors.
For marketers seeking a comprehensive understanding of the importance of an omnichannel marketing strategy and actionable insights for implementation, Madison O’Connell’s article How an Omnichannel Strategy Benefits Businesses and Customers is a must-read. Visit the article to discover the trends, challenges, and opportunities presented in the retail market and prepare your business for future success.
The future is a store where the digital and offline businesses are merged.
“How an Omnichannel Strategy Benefits Businesses and Customers.” Salesforce EMEA Blog, https://www.salesforce.com/eu/blog/2020/12/omnichannel-strategy-benefits.html.