An omni-channel strategy is the practice of providing your customers with a fully integrated shopping experience – from store, to app, to telesales. A truly omni-channel retail strategy might mean that a customer browsing in-store could an item with your business app and add it to their online basket. This allows a customer to interact with your business in a completely fluid way.
To put it simply, shoppers that engage with retailers on multiple channels make purchases more often. Moving into 2020, shoppers expect convenience when spending their money. Brick and mortars who carry the experience online, through social, and on mobile are providing their customers with a seamless consumer journey. Even the likes of Amazon are experimenting with physical locations in order to accommodate their customers as much as possible.
If you’re looking for a place to start with your omni-channel strategy, a key aspect is recording every time a customer completes an action with one of your channels. Whether that’s commenting on a blog post or ringing customer service to enquire about a product, every action is as important as the last.