Omni-channel: five steps to capitalise on the opportunity October 18th, 2018
Omnichannel is a revolution that is impacting retailers and the different technologies they currently use as well as those they are considering investing in for the future.
What is Omnichannel?
Omnichannel means a better integration of technology to improve the customer journey, and above all to provide true continuity in the shopping experience.
BlueStar is part of this transformation and can provide solutions to fulfil many different aspects related to Omnichannel. BlueStar is on the frontline of this revolution, helping with solutions like mobile payments and digital signage.
Retailers and retail suppliers should not miss out on the opportunity to join in with this next phase of retail evolution. With that in mind, here’s five key steps to take full advantage of the opportunities that omnichannel presents.
Create a convenient store experience
Many retailers struggle to bring the advantages of online and mobile shopping to their traditional stores, and miss out on creating a seamless shopping experience for their customers.
The latest technology can help to bridge this gap, from window advertising that recognises a customer and provides personalised offers, to navigation systems in shop that direct the customer to items they may have been looking at online.
Personalisation is paramount
Around 15% of shoppers receive and immediately redeem real-time promotions via their mobile while in store – but research shows that 38% would like to do this if offered.
Providing a high level of personalisation means getting to know the customer, and integrated solutions can make this process simple. Once a retailer connects with a customer, through in-store or online sign up processes, or even via digital receipts, they can build a profile of that customer and offer the personalised experience they will likely expect.
Power of the peer
Over the next few years it’s expected that retailoring will become more personalised, socially-influenced, collaborative and seamless.
To capitalise on this evolution, retailers can integrate social platforms into the shopping process to make it easy for customers to show off their purchases and let friends and other connections know about the latest items or deals.
The customer journey
It’s always been vital to have visibility of the customer journey, but now more than ever customers are using multiple methods to identify their next purchase.
Having an accurate view of the customer’s journey, from an unknown browser up to a loyal customer, is vital in determining what actions can be automated when that customer moves to the next step in their journey.
From one-click to no-click
Some retailers are already deploying new options and interfaces to make purchases even easy and secure customers within an ecosystem, like Amazon’s dash buttons and Alexa assistant.
These are cutting edge solutions, but it shows how new technology can be used to not only attract new customers, but offer the service that existing customers expect if retailers want to retain their loyalty.
Samantha is BlueStar's Digital Media Specialist, and the primary contributing writer for VartechNation.
Previously, she has worked as a Public Relations Associate and a Social Media Manager.