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Omnichannel

Successful companies understand that the customer experience doesn’t end once the sale is completed. Although not as sexy as marketing and customer service, the customer support center is an important but often overlooked means of improving the customer experience. Companies that offer a multichannel customer support strategy (two or more avenues of contact) are off to a good start. However, an omnichannel approach allows for holistic, smooth contact channel transitions and integrates customer information for an overwhelmingly...

Successful companies understand that the customer experience doesn’t end once the sale is completed. Although not as sexy as marketing and customer service, the customer support center is an important but often overlooked means of improving the customer experience. Companies that offer a multichannel customer support strategy (two or more avenues of contact) are off to a good start. However, an omnichannel approach allows for holistic, smooth contact channel transitions and integrates customer information for an overwhelmingly...

eCommerce is rapidly evolving. With an ecommerce juggernaut like Amazon opening its first brick and mortar store in Seattle last November and Bonobos growing its own in-person presence in Chicago, online retailers appear to be exploring new strategies. According to Statista, ecommerce accounted for $27.62 billion of U.S. retail sales in 2000. By 2014, the figure was $298.6 billion. What are these e-tailers objectives and what does the future of ecommerce look like? To understand these...

As our economy increasingly depends on digital devices, online retailers everywhere are adapting their sales strategies to cater to a new type of client: the omnishopper. The idea of the omnishopper was studied extensively in a recently released Mastercard study. As you will read in this article, it is a study that is supported strongly by real-world examples. Omnishoppers are defined as consumers who use a broad spectrum of technology in order to make their purchasing...

The term "omni-channel" has become very buzzy within the retail world. From automotive sales to luxury retail, executives have omni-channel on their minds. One of my friends recently took a job as a buyer for a major retailer in NY and within her first week she heard the word almost every day. Some companies even have resources dedicated solely to omni-channel strategy. But what does omni-channel really mean? This post shares what we have learned in...