Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Getting Personal With Omnichannel

Blog
14th June 2016

A recent blog on the Luxury Daily marketing side explored how omnichannel retail is getting personal. This is a theme that I have often explored, but it is something that is commonly overlooked in the focus on managing the multichannel experience.

In fact, I believe that the influence of the omnichannel goes far beyond just allowing companies to personalise their products. Think about the changing nature of the relationship between customers and brands because of the modern mobile communication environment.

To my mind there are three key areas that any executive planning a better customer experience needs to think about:

1) Customer journey; the way that customers find your product has dramatically changed because most customers have access to information anywhere at anytime. Customers can check reviews, talk to friends, publish their own thoughts, and compare prices. In addition, they can talk to brands long before becoming a customer and can maintain that discussion long after a purchase is made. The journey from thinking about a purchase to making it is very different today and continues long after a purchase now.

2) Customer loyalty; improved communication has led to greater brand engagement and therefore the experience throughout the customer journey has a direct impact on loyalty. Customer loyalty is no longer measured in points when the real driver of loyalty is a relationship between the customer and brand – this requires engagement that the customer enjoys.

3) Customer personalisation; insight into customer behaviour and preferences can lead to recommendations and deals that are created just for an individual. This feeds into the improved engagement and relationship and therefore when planned well can drive greater loyalty.

Technology and smart data analysis can help companies to build these improved relationships, but the overall driver for creating a smart omnichannel is to improve the customer journey and build loyalty. Improving your CRM strategy is a great start, but it pays to think about the bigger picture and how a good approach to the omnichannel can help your business grow in several different ways.


Mike Purvis
Article by: Mike Purvis

News & Insights

Webhelp Payment Services
Solution Designer
Service Provider
Technology Enabler
News
Webhelp response to the Covid-19 Coronavirus

Webhelp Business Continuity in a responsible manner How we respond to the Covid-19 crisis to ensure the continuity of our business for the benefit of our people, our clients and their customers. We face an unprecedented time of stress and uncertainty. From individuals, to families, to companies, we have all been impacted by the effects of the virus. We recognize that the global landscape of...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Blog
How COVID-19 will create a revolution in flexible working

Preface 01/04/20 Since the time of writing this, just a few weeks ago, the world has changed dramatically, with entire countries entering strict lockdown periods and large regions operating under shelter in place instructions. My thoughts below on the importance of flexibility and looking after...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
A message from the Founders

  ​​​Hello, We are facing an unprecedented situation today, which requires that we take an exemplary citizen's approach to protect the most vulnerable people and to do everything we can to limit the spread of this pandemic. Thank you for your mobilization in recent...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
#4 OneShot – Culture

Table of Content: A Word : Location A Figure: 32% stock market valuation for companies with a strong customer culture Three Opinions: Culture, what impact does it have on your performance? A piece of information: At Renault, design has become THE cultural priority. A Demo : Cultural...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook