Providing a seamless customer experience across all channels and devices is what keeps clients happy. Interruptible service, smooth flow of services and frictionless delivery will help you keep your market rivals at bay, while significantly boosting your clients’ loyalty.

While some of the omnichannel retail capabilities are perfect for attracting and retaining your client base, it is worth remembering that a genuine omnichannel experience must always be adapted to the needs of your connected customers. Once their priorities have been successfully identified, it is easier to develop a solution which will match their preferences.

Out of stock, out of the game

An easy insight into the product availability is what determines omichannel success. A vast majority of modern shoppers are adamant that being able to check store availability of a product while shopping online is what they find to be the key component of their omnichannel experience, mostly because it protects them against nasty out-of-stock surprises. Inventory visibility enables clients to make an informed choice on time, location and mode of completing their purchase.

360-degree view of a client

A single view of your client’s shopping preferences, purchasing patterns or order record enables you to obtain a full picture of what they are like and how to meet their needs. By creating a more complete and accurate customer profile, you can better target your marketing campaigns, while delivering pertinent message, promotions and merchandising across online and offline channels. It also helps improve customer care as advice and recommendations are more tailored to a individual client’s needs and expectations.

Personalized approach

Access to data is key to successful in-store service personalization. Front-line staff should be equipped with mobile technology that provides precise data and helpful insights about every client. Engaging customers becomes easier with the help of handheld devices which offer information on client’s order history, preferences and buying patterns. By offering more personalized advice and recommendations, sales staff is seen as reliable and trustworthy consultants in the purchasing process.

Where bricks beat clicks: in-store pickup, ship-from-store

Where customer experience is concerned, physical stores can actually outpace pure-play online retailers. The number of clients going for in-store pickup out of convenience has been growing steadily. Among clients’ favourite perks of this solution are reduced waiting time for order delivery and no shipping fees. With ship-from-store, you can significantly cut down on fulfillment times by turning a local store into a fulfillment center instead of depending on a central warehouse to ship goods.

Source: www.radial.com