Creating Omnichannel Customer Experiences That Steal the Show

You could find a shirt you like in-store, on a company’s website, on a third-party website, on social media, or even on an influencer’s page.

The buyer’s journey isn’t as simple as it was a few years ago.

According to research published by Harvard Business Review, about 73% of consumers use multiple channels throughout their shopping journey

So, being able to meet your customer, where they’re at, enables you to really make the sale and the key enabler, in this process, is technology.

A survey conducted by SYSPRO shared that 67% of the respondents shared that digital initiatives such as eCommerce helped them overcome challenges such as supply chain disruptions.

This is why omnichannel strategies are the real winner in today’s retail landscape. They provide a seamless experience between physical and digital channels.

While businesses can create engaging websites, integrate multiple payment options, and develop stellar social media platforms – if the underlying technology infrastructure that connects the back-end systems with customer-facing channels is missing, the omnichannel experience falls flat.

Hence, connecting your ERP software with marketing tools, databases, and other business applications such as CRM is important.

This enables you to:

In addition to focusing on integrations, companies also need to enhance their data gathering and analyzing capabilities.

There is a wealth of data that exists in different areas of your business. Harnessing it enables you to increase more operational efficiency and Improve customer satisfaction.

There are platforms, in the market, that allow you to bring all this data (gathered from both physical and digital channels) into one central system. Dynamics 365 Commerce, for instance, is a unified commerce solution that scales to your needs across both traditional eCommerce and emerging shopping channels.

Having access to all this data means that you can now leverage Artificial Intelligence solutions to drive better ROI and optimize business practices.

For instance, AI-powered machine learning can enable you to recommend products to a customer based on what they’ve purchased in the past or what a similar shopper has purchased.

So, when it comes to omnichannel experiences that stand out, it is all about gathering information at every touchpoint and using it to make smarter strategic decisions. This consequently elevates customer experiences.

At SHEA Global, we know that a unified omnichannel strategy is the key to long-term business success in an evolving global retail market. Reach out to us today to see how we can help you take your omnichannel strategy to the next level.