Defining the term “Omnichannel” and the value of customer experience.
Currently around the web, the term Omnichannel, omni-channel and omni channel has been appearing with frequency.
Instead of arguing about the correct way to spell it, it is a clear indication of something new that is yet to be decided and accepted by the public.
And with everything that is new, it is an idea that is still developing and maturing with time.
Omni comes from the word Omnis, which can mean all or universal.
The word Omnichannel can be a synonym to other words such as: “multichannel”: meaning multiple or many and “crosschannel”: meaning to go across.
Omnichannel is about the true continuity of a customer or user’s experience.
But what is key is that it extends beyond a single brand’s universe.
The best way for a customer to get the best experience is to allow them to own their data, then give them the ability to guide creation and context of every future experience.
At it’s core, omni-channel is defined as a multi channel sales approach that provides the customer with an integrated shopping experience.
A brand can have an amazing mobile marketing strategy, engaging social media campaigns, and well-designed website.
But if they don’t work together, it’s not omni-channel.
Multichannel vs Omnichannel
The Multichannel experience is what most businesses invest in today.
They have a website, blog, Facebook, and Twitter.
They use each of these platforms to engage and connect with customers.
However, in most cases, the customers still lacks a seamless experience and consistent messaging across each of these channels.
An Omnichannel approach, on the other hand, accounts for each platform and device a customer will use to interact with the company.
That knowledge is then used to deliver an integrated experience.
Companies using this technique to align their messaging, goals, objectives and design across each channel and device.
The brands who can best interpret Omnichannel data and understand all customers are the winners.
As a final decision is being made to make a purchase – price, relationship, service and continuity will all be considered.