Moving towards an omnichannel strategy is the primary
focus of modern-day retailers looking to stay relevant to todayâ€™s customer needs. Contemporary shoppers expect an overall conversation with brands regardless of the channel or channels chosen.
Moving towards an omnichannel strategy is the primary focus of modern-day retailers looking to stay relevant to today’s customer needs. Contemporary shoppers expect an overall conversation with brands regardless of the channel or channels chosen.
Customers want to be able to search and compare prices online on their phones while looking at the physical product in the store. They want to purchase the items on the internet but collect the item in a convenient location. They expect easy order management and simple returns. This experience is what omnichannel offers.
From the customer’s point of view, the best retail experiences are the easiest. From research, to payment, through to delivery, you need to keep your retail experience simple and consistent across all your storefronts, whether online or in store.
Our client Elemis is the case study for Magento's Whitepaper guide on Omnichannel
Omnichannel has been the buzzword in the ecommerce world for a couple of years especially since customers have become more tech-savvy, retailers need to keep up. Recent studies have shown, however, that over the last year retailers have significantly improved their omnichannel offerings but have found the strategy to be difficult to implement fully. The primary challenges in implanting the strategy have been the high cost of updating legacy systems and a lack of talent in the omnichannel field across mid-level managers and those implementing the strategies.
It is becoming easier, however, to achieve omnichannel today thanks to modern systems like Magento’s Order Management System (OMS) which allows brands to easily merge all internal systems and give customers the simplicity and experience they want.
When implementing an omnichannel strategy, it’s important to look at every step in the customer journey and make fundamental business changes and decisions based on making that experience easy and pleasant for the customer.