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Simple ways in which you can improve your omnichannel customer experience

Industry News 26 August 2022

Retailers have continued to adapt in order to sustainably run their businesses and keep up with the changing business environment. One development that many have adopted is Omnichannel retailing. Omnichannel refers to ensuring that a retail brand enjoys a presence and business ability on traditional and digital channels. This includes traditional touchpoints, like desktop, mobile, social media, in-store, etc. At the centre of omnichannel adaptation is the customer. It’s, therefore, safe to say that omnichannel retailing is about positioning your retail brand or store to meet customer needs on diverse platforms.

This is how retailers can improve omnichannel customer experience to build shopper loyalty and brand preference.

Map your customer’s journey

You need to know your customers’ shopping journey to understand what informs their shopping and purchasing decisions and pinpoint issues and opportunities. This can be achieved by using readily available journey maps. Journey maps are a visual representation which depicts customer stages when interacting with your retail brand.

Content integration

Content is king, so they say. Most importantly, you need to ensure the branding and tone of messaging are consistent on various channels. In addition, there must not be discrepancies in key info such as terms and conditions or even pricing. This will not only assist in improving thecustomer experience but will add to retail brand credibility.

Invest in Artificial Intelligence (AI) solutions

You need the right modern tools to improve theomnichannel customer experience. AI-powered tools and solutions will assist you in eliminating roadblocks and possible frustrations shoppers are experiencing. AI tools allow a retailer to accurately detect consumer fulfilment choices and shopping behaviours. There are numerous AI tools you can use, such as TUP e-Commerce, Seventh Sense, PriSync, NeoWize, ViSenze, etc.

Real-time inventory

Products are what shoppers are looking for. Even more important is to have the ability to track these products and arrange delivery or store pickups. You need to deal with this by ensuring you never run out of stock and by availing real-time visibility into product inventory via multiple channels. Doing this will improve customer experience and ultimately improve sales.To assist retailers in this regard, Guzzle offers anIntelligent catalogue solution,which allows for the setting up of interactive catalogues which allows shoppers to search for products across catalogues and has a buy now link mapped to the product listing page on the retail website.

Personalise

Consumers appreciate retailers who have a personal touch and a good understanding of them. So, ensure your brand and marketing emails are filled with recommendations and vouchers based on individual purchase history,names, addresses,etc. You can also personaliseby using data to personalise survey questions, using geolocation technology to personalise based on location, following up on survey responses and adapting your website content to user preferences. Guzzle has 200,000 unique subscribers, a database a retailer can take over to which they can send custom newsletters. From July 2021 to date, Guzzle has sent over 40 million newsletters, with over 51 million alerts sent to users.

Fix your customer service

Customer service can build or destroy your retail business because it is at the forefront of omnichannel customer experience. Your customer service must be fully functional and responsive in-store, by phone, through live chats, social media pages, email, etc. In addition, these platforms must have trained personnel to respond to negative and positive feedback and provide much-needed guidance and information which improves the customer shopping experience.

Shopping is an experience and having multiple shopping channels broadens this experience. The guidelines provided above, if well implemented, will assist you in improving the omnichannel customer experience.You can count on Guzzle,which uploads about 800 to 900 catalogues every month to reach a broad consumer market.

Guzzle