2023-07-05 19:14:25
Omnichannel journey in 5 practices: check if your business is on top of the trend
Offering an integrated and conscious shopping experience across all sales and communication channels has become essential for retailers. Currently, omnichannel is one of the main investments of companies, according to a study published by the Sociedade Brasileira de Varejo e Consumo, in partnership with Oasis Lab Innovation Space – 87% of companies claim to have digital transformation actions in their businesses, and 41 % allocated resources to enhance the omnichannel journey.
“The adoption of an omnichannel journey approach can be challenging for companies, but it is a recommended practice to achieve sales results and gain customer loyalty. When done with care and a lot of study, the execution of the strategy can promote data and powerful information for the entrepreneur, which can positively impact the business in several ways”, says Andrei Dias, head of sales at Nexaas, a company specializing in innovation for the retail.
With extensive knowledge of the market, Dias scores in 5 items what is essential for companies that want to consecrate themselves within the omnichannel journey.
Check it out: 1- Study the customer’s trajectory
Identifying the channels and touchpoints that customers use, as well as their expectations in relation to each of them, allows retailers to customize their strategies and offer a path closer to the customer’s realities. This creates a stronger bond and increases the chances of loyalty.
2- Consolidate the stock
An omnichannel experience requires the ability to allow customers to purchase and receive your products across different channels, such as brick-and-mortar stores, e-commerce and marketplaces. This means you need to have a complete view of your inventory across all these channels, clearly seeing how much product is available and where. That’s where management software comes in, which guarantee quality delivery.
“When a customer makes a purchase, the product needs to be available and shipped quickly and accurately. This contributes to their satisfaction and strengthens the brand’s reputation. Complete and integrated solutions in a single place provide the omnichannel experience that retailers need”, says Andrei Dias.
3- Invest in technology
An integrated purchase is directly related to the use of appropriate technologies. Nowadays, retailers already have solutions available to share data between different channels, track purchase history and customize the experience of each consumer. These mechanisms provide valuable information for the entrepreneur, in addition to significantly improving customer relationships.
4- Instruct your team
Offering training and resources to empower retail employees, ensuring that they are prepared to deal with customer demands in each sales and communication channel, is also a basic requirement. After all, the lack of employee training, inadequate service and the need to insist on getting help from the company are the main reasons for customer dissatisfaction, as pointed out by a Harvard Business Review survey. In other words, the need for good employee training and greater accessibility when facing possible problems are extremely important to ensure the success of the sale.
5- Evaluate the data
It is essential to measure the success of the omnichannel strategy so that it can be continuously improved. Through indicators such as conversion rate, response time and customer satisfaction, retailers can identify tactical adjustments over time. If any of these numbers are unsatisfactory, it is a sign that it is necessary to recalculate the route and use the same data to understand where the error is and what a solution can be.
“It is a continuous process of learning and adapting, to ensure that you are always meeting the needs of consumers and evolving as a business”, concludes Andrei.
About Nexaas
Nexaas is a Retail Tech, specialist in innovation for retail, born in 2018, part of a solid group of investments in Digital Solutions, B2B Software, B2C Software, E-Commerce Software, Artificial Intelligence, among others, that seeks accelerated sustainable growth and value generation through continuous innovation.
1688589064
#Omnichannel #journey #practical #tips
