As our lives continue to become more intertwined with the internet, an omnichannel strategy could be the key to meeting customer expectations. In 2020, it’s estimated 31.38 million Canadians use a smartphone – approximately 83% of our population. This always-connected lifestyle makes customers crave an instant availability of information and products. Now, shoppers are getting closer to having what they want when they want it – whatever “it” is.
These expectations have significantly changed the relationship between a retailer and the customer. Instead of face-to-face interactions, communication is often via a mix of digital channels, especially during the COVID-19 pandemic. And, regardless of digital constraints, consumers still want a personalized customer experience that is convenient and reliable.
What is “omnichannel”?
Omnichannel is a holistic approach to servicing customers, breaking down the silos of different marketing and sales channels. Instead, customers are provided with a consistent and seamless experience, regardless of whether they are shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.
Understanding the omnichannel strategy throughout the buyer journey
Below are the five stages of the customer shopping journey within an omnichannel experience. The variety of
touchpoints demonstrates many of the options a customer can take. Note that the omnichannel journey is cyclical – customers can join the journey from different stages or skip stages. Therefore, it’s important to provide a consistent experience across all touchpoints.
This guide uncovers the importance of an omnichannel strategy and how it can benefit your business. We also discuss how you can work with a logistics provider to leverage a seamless omnichannel strategy throughout the customer journey.
Learn how an omnichannel strategy can benefit your business by:
- Knowing what is omnichannel.
- Understanding the difference between multichannel and omnichannel.
- Learning the importance of delivery throughout the buyer journey.
- Staying competitive and expanding your reach.
- Personalizing the shopping experience for each customer.
- Standardizing your brand across all channels.