Shoppers may not know what “omnichannel” means, but they certainly expect it from the brands they love.
An omnichannel experience is a “multi-channel approach to marketing, selling, and service customers in a way that creates a cohesive customer experience,” says Hubspot.
Put simply, omnichannel strategies ensure customers have an engaging and seamless shopping experience no matter how they interact with your brand. This includes shopping on eCommerce sites on desktop and mobile, by telephone, or in-store. Omnichannel goes deeper than the multi-channel strategy retailers and marketers have come to know, which emphasizes presence across platforms but doesn’t involve significant integration.
To customers, an omnichannel experience might mean they can find and shop a brand on social media, complete the experience on the merchant’s desktop site, and receive personalized email communications with tailored promotions. Shoppers also often use different channels at the same time--80% of customers use their mobile phones while shopping in-store, making it critical that experiences are cohesive. And more customers, especially younger shoppers, are purchasing from social media with more than 70% of Gen Zers and Millennials making a purchase on Instagram.
Think of Apple: Customers can customize and purchase a product on desktop, receive a mobile wallet card for quick in-store pickup, sign for the item via mobile POS, automatically receive an email receipt, and then be sent a customized product set-up email when the product is first turned on. They can then connect to a customer service rep for set-up help via desktop, mobile app, or text--and transition that conversation across platforms.
Here are Afterpay’s top three tips to implement an effective omnichannel strategy to attract and engage customers in 2021.
With more retailers implementing creative omnichannel strategies, customers will expect a cohesive, engaging, and personalized experience no matter how they interact with your brand.
To integrate Afterpay into your omnichannel strategy, reach out to our team by clicking here.
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