What an Omnichannel Approach Can do to Build Customer Loyalty

Advances in technology have created a devastating and transformational impact on the world's retail industry. With the advent of multiple shopping channels (stores, online, mobile), companies are forced to convert their product-centric business models to customer-centric business models and to realize a seamless shopping experience on all channels It was. Customer-focused companies using traditional multi-channel retail methods are working to build customer loyalty.

For example, to build brand loyalty, encourage customers using the application to actively use it. You can be more satisfied than those who do not use your app as you have much control over their omni-channel customer experience in your app. By repeating the dialogue, they become very involved and ultimately become your top customer. However, in order to achieve growth goals, you need to contact people who do not have your application. The number of potential customers you can earn through AI robots / services (such as Alexa, Siri) and social chat applications (such as Facebook Messenger) will be far greater than the number of customers you can earn through in-app messaging within your brand. There are over 10 million Alexa devices, 790 million iPhones supporting Siri, and 2 billion Facebook users, so we can not ignore customers who do not use the app.

What is an omni channel? It provides a comprehensive approach to your customer's shopping experience. For example, your customers will begin physical purchasing through your brand or company, but ultimately purchase your brand through Amazon, Google Shopping, or directly from your mobile phone, computer, tablet website To do. This is a seamless way for your consumers to interact with your brand. You may need to change strategies and strategies to change POS options or to become an omni-channel brand or company

As the shopping experience gets more integrated, retailers tend to adopt Omni Channel sales. That is, customers can seamlessly switch from multiple sales channels, online shopping from desktop or mobile devices, phone or actual store. This not only allows customers to make maximum use of their products but also provides retailers with rich data generated by their customers. This digital clue left by customer and retailer interacting online and offline provides digital data to marketers. By 2015 alone, the in-store Bluetooth beacon sales reached 4 billion dollars.