by Michelle Covey
The holiday season was a poignant reminder of just how much the omnichannel consumer is own-ing the retail industry. Anything you need is available at your fingertips, 24/7 via your mobile device.
Creating a successful omnichannel presence is no easy task and there is a continued gap between what retailers can provide and what consumers expect. Today’s consumers have a low tolerance for errors and inconveniences, and the omnichannel mission becomes more critical. Such an omnichannel view of the customer journey can help brands with identity resolution, helping them make their products and messages more relevant. If you are unaware of identity resolution, it is a process by which a brand identifies customer behavior across devices and touchpoints to a single profile. Since mobile IDs and cookies fade, advanced solutions such as these are required for customer targeting and measurement. Lack of proper analytics tools can hinder product or service advertisement.
Shoppers’ experiences are shared on social networks or through online product reviews, causing potentially long-lasting damage to a company’s reputation. Omnichannel shoppers are worth the extra effort because they spend an average 4% more every time they shop in a brick-and-mortar store, and spend 10% more when shopping online, according to a study from Harvard Business Review. Research also found that 40% of consumers surveyed said they are likely to buy more often from brands that they think prioritize the customer experience.
Let Skybridge Americas help you create a successful omnichannel presence to provide a WOW customer experience between your brand and your consumers. We’ve been doing this successfully for over 25 years.
