An omnichannel experience is about offering a seamless experience throughout the entire customer process, regardless of whether the point of contact with the brand, the retailer or the service is physical or digital.
An omnichannel experience is based on the integration of processes related to sales, marketing and customer service. Throughout the whole process, the customer has a frictionless experience. This means that no matter from which device or place the sale occurs, the experience will be perfect.
We could define an omnichannel experience as a fully integrated multichannel sales approach. I must know my client throughout his process, from search, purchase and recommendation.
- 2 out of 3 purchase processes integrate a digital channel (according to Google).
- 60% of consumers who link to a brand / company establish contacts through multiple channels.
- 85% of consumers prefer personalized offers to their shopping habits and channels (Synquera).
We speak of an omni-consumer, and therefore the ability of brands and retailers to offer an omnichannel experience is essential.