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The Rise of Omni-Channel Customer Experience and Why it Matters for Your Business Growth?

The rise of the internet era, digital disruption, and mobile technologies have reformed the retail business. The shopping behavior of customers is also making a 360-degree paradigm shift in recent years. Their demands are expecting a more customer-friendly experience and they can get exactly what they are looking for. Due to this many marketing agencies are looking for innovative ways to build advertising campaigns to gain user attention. Having many promotional platforms to interact with customers is a basic practice of marketing campaigns. In many cases, customers who make direct communication with business brands through more than one channel like social media, website, and the physical store are more likely to convert and become loyal customers.

Connecting these promotional platforms together create an omnichannel customer experience can improve customer interaction with your organization and boost overall product sales. 

In this blog, we will discuss what omnichannel experience is and how you can also create it for your business growth.

Omni-channel experience can be defined as a way of interaction between customers and your business across multiple channels as a part of a seamless advertisement journey. These omnichannel experiences include parameters like marketing, sales, customer support, and physical-store experiences are managed in such a way so that customers can easily go from one customer channel to another to make a successful product purchase. 

Let’s understand it better with a real-world example. Suppose a potential customer is browsing Instagram and suddenly sees a pair of t-shirts that they love. They click on the ad to explore more details about that product and its reviews. Unfortunately, they find that their suitable size is not available in the stock. So they click the live chat widget to ask the agent for the availability of the required size. The agents inform us about the possible availability of the size and reserve that product for the customer on his request. This whole process makes the customer experience smoother and easy. 

If we look at the broader picture of this product purchase, the customer had five crucial touchpoints which are Instagram Ad, Instagram page, landing website, live chat with an agent, and purchase at a physical store. Surprisingly, every point is connected and provides a seamless journey through the sales funnel from awareness of the right product to purchase of the product. In other words, we can say the customer had a perfect omnichannel customer experience. 

Key Benefits of Omnichannel Customer Experience 

The omnichannel idea majorly highlights giving a personalized customer experience. The whole concept of promotion gives emphasis on the customer’s perspective and brand message to the consumer.

Here are some important benefits of omnichannel customer experience:

Impactful Brand Presence

Personalized Customer Experience

Improved Customer Experience

Customer-Centric 

How can you implement Omni Channel Customer Experience to boost your business growth?

Analyze your Target Audience-

Identify your Customer Journey

Optimize your content for multiple ad platforms

Apply Omni-Channel Support Services

Track Omni-Channel Process Cautiously 

Conclusion

There is no doubt about this new emerging effective way of advertisement but the still omnichannel user experience is in its initial stage. There is a long way to go. Smaller companies can effectively implement these strategies to promote their product to the end-user. But we are not very distant to a future world where omnichannel user experience will be the major requirement for all kinds of companies. This is the right time to invest in such technological advanced tools to

Your exciting business so that you can lead the future omnichannel user experience to communicate directly with your customer and deliver a consistent and personalized experience across various channels. 

Author

Bharat gandass

I am an expert technology advisor for start-ups predominantly in Blockchain and Security areas. I have done Masters in Business Administration (Finance and IB) and serving the IT sector from last 10 years.

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