Omni-channel

What does Omni-Channel mean?

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Omni-Channel has been the buzzword in brick-and-mortar and e-commerce. For the past two and half years.

So what is Omni-Channel?

it’s not facebooking or a social media platform.

-According to a VP- at a top consumer brand.

The word Omni originated in the early 21st century: from Omni ‘all’ + channel.

Omni-Channel – relating to a type of retail that integrates the different methods of shopping available to consumers (for example: online, in a physical store, by phone, Mobile & Social). “80 percent of sales for omnichannel retailers happen in the offline world,” which is determined by online actions.

Omni-Channel is that evolution of multichannel and cross-channel at its finest.  This is a new way of doing commerce, marketing & customer care into one.  Today our lives are both in a digital and physical world. So are experiences and buying habits. The experience your customers have on your website, with your mobile app or with customer service will affect your online & retail sales.

Every organization needs to develop its own Omni-channel strategy and infrastructure. You will need to work with the following departments well you are building your own Omni-channel Program:

  • Executives
  • IT
  • Marketing
  • Customer Service
  • Logistics

Getting everyone involved to begin and will make things a lot easier and building your own program.

Here are the five top retailers doing Omni-channel well:

Amazon – is the biggest online retailer.

Amazon accounts for 43% of US online retail sales – businessinsider.com

Omni-Channel

They are also planning to open 2,000 stores across the US.   Many retail is now trying to catch up with the “Amazon Effect”.

Apple – is more than just a retailer and a brand.

Omni-Channel

Its brick-and-mortar store has become more of a hang out for Apple fanboys and techies, But they still deliver great service.

Target – Has a follow like no other retailer. Target makes it easy for it customer to link with top brand in-store, online or mobile.  All seamlessly integrated.

Omni-Channel

With the options to ship it to your home, ship to the nearby store for pickup or Just walk in and just buy it.

Walmart – US’s largest brick-and-mortar retailer was a little slow getting online, but however they are fastly catching up to the number one online retailer amazon.

Omni-Channel

 

With their acquisition of jet.com, there are ready to go to war with amazon.

Uniqlo – is making it too cool to buy cloth. Across both online and brick-and-mortar.

Omni-Channel

Here are the five top brands doing Omni-channel well:

DJI Technology Company – is taking customer service and educating consumers all the same. From there detailed and informative product pages to answering questions on all major online retailers.

Omni-Channel

Bose – sync all of their product reviews across multi online retail for a complete buyer experience.

Omni-Channel

Graco – With a combination of sync reviews, support answering concerned parent questions and education buyer.

Omni-Channel

Keurig – have created a cross brand following in the work place and at home. They also have the reviews and Keurig care team to back it up.

Omni-Channel

Dyson – Is one of the topped vacuums on the market.  They all the product exports to support the customers on all online retrailers.

Omni-Channel

Here a great TEDx Talks – about Omnichannel: Retail (R)evolution by Kilian Wagner

 

All brands need to be forced on their own omnichannel to improved customer experience, brand equity and increase sales.

 

 

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