Customers’ experiences and satisfaction are considered as a business’ s important goals. Therefore, an entrepreneur must bring various strategies to attract customers’ attention. Nowadays, customers expect real-time service through a variety of channels.
Hence, to communicate with customers both online and offline is equally important, so it brings the new blended marketing which is called Omni-Channel Marketing. To give customers the best experience, reach a target audience more effectively and also record customers information to the central system to increase sales opportunities later.
What is Omni-Channel ?
From the Latin omnis, Omnibus means all or for all. For e-Commerce, the word “Omni Channel” is a multichannel approach to sales that seeks to provide customers a seamless way in both online and offline. It helps the sellers to collect and access all customer information quickly and easily. Nowadays, popular online communication channels are email, direct marketing, website, social media, and programmatic display.
How Omni Channel Helps the Sellers ?
Nowadays, omni channel has more benefits for business because it increases more channels to promote a product and can engage the customers and the more channels that the sellers promote the products, the more opportunity to get for selling.
Moreover, the convenience of comparing price, promotion, and reviews from former customers can establish reliability. All of these will help sellers gain a wide range of customers and encourage buying behavior.
How does Omni Channel Help Customers?
Customers can choose the convenient way to contact the shop, for example; some people cannot make a decision at the shop or need more information about the product they interest; they can find the information on websites, or social media and easily order through an online channel.
In addition, there are various payment channels: COD, Credit/Debit card, Internet Banking, Counter service, and other applications. Besides, customers can choose the most convenient way for them to receive the products like receive at the shop or ship to their home.
An Example situation of Omni-Channel Marketing
There are Mr. A who want to buy a wristwatch but uncertained about the material, and want to try whether it suit him well or not. Hence, he contact the store via Facebook fanpage to ask if this model was for sale at a branch near his house or not.
After that, the admin page check the stock of products and inform to Mr. A. Also, the staff forward the basic information about Mr. A like the name and model of the watch that he want to the staff at local shop. As soon as, Mr. A went to the branch, he only tell the staff a name. There are a staff to take care of him and provide him the watch. But in this case, he don’t buy it immediately because he would like to find more information and need more time to decide.
Therefore, the staff recommend a promotion for him to add friend on Line Official Account in order to receive a discount coupon and follow the store’s new update. Finally, he decide to buy it.
As you can see from the example, the customer accessed many online channels to get the product’s information, he asked the store through Facebook Messenger and went to the shop.
After got the contact from the customer, the shop had to coordinate in each branch and connected customer’s information from online to offline. Besides, having a variety of channels that allow the customers to access information as Omni-Channel marketing not only makes a seamless experience that let the customer feel satisfied and bought it but also benefits the image of the brand as well.
Not every customer will make a deal, so when the customer bought our products or services, what the seller should do afterward is following up on what customers like or dislike in our goods or services. In order to improve and expand our products and services to be more effective and meet customers’ needs. it can encourage the customer to replete the order or recommend it to others. Retargeting can be done by sending advertisements or promotions that relate to the target customers’ interest and this will make who we call “Target group” become “Our customers” later.
Omni-Channel is a marketing strategy that increases an opportunity to sell efficiently for sellers. This strategy absolutely can help online and offline businesses survive in an era of Digital Disruption if you apply it to your business.
MyCloudFulfillment was inspired by the concept “Makes everyone sells and manages in the easiest way” so if you have a dream of being a business owner, we would like you to trust in your dream and start doing it. We are always ready to help you solve in-house problems, we provide you an order management system that includes store, pack and find suitable deals of shipping for you.
Regardless of whether your business is small or large, we can be your partners to join in the journey to make your dreams come true.
