Omnichannel commerce is about meeting your customers on the channels and platforms of their choice, with fast and smooth transactional experiences. It’s the expectation from consumers for how commerce will happen.
The challenge for retailers is that omnichannel commerce isn’t a one-size-fits-all strategy. It’s different for every retailer, depending very much on their customer base as well as business model. So, how do you figure out what your approach should be? What do you need to take into consideration? Here are four pieces of advice.
LET DATA GUIDE YOU
Investing in qualitative data is imperative. This could include customer surveys. Spend time connecting with your online and in-store customers because they will have different mind-sets. Even walking around stores and talking to customers directly to see what brought them in. And of course, quantitative data analysis is also key in understanding customer needs and can help guide strategies.
For example, should you offer “buy online, return in store” to customers? A decision that would be best made when you know if your stores even have that many returns, or enough customers clamoring for them. This brings me to my next point.
THINK ABOUT YOUR BUSINESS CASE
A lot of times companies create customer experience