If you’re not entirely sure what “omni-channel” means, you’re not alone. Omni-channel effectively extends the concept of communicating with customers over multiple channels into the physical world (the storefront). Think of it as multi-channel retailing.
Beyond cringing that a new buzzword has overstayed its welcome, omni-channel retailing is the natural evolution of the traditional retail model. In an age when shoppers can buy anything, anywhere, with a tap on their smartphone, this is a model that companies need to embrace.
Here are 5 reasons retailers need to focus on omni-channel right now. Continue reading
As we recover from Black Friday and gear up for the holidays, retailers are left thinking about the shopping experience and its impact on sales. For shoppers, the experience is all too familiar: hoards of people flocking to malls, packed parking lots, and inevitably long checkout lines. But the shopping experience today doesn’t have to be so frantic. Consumers have the buying power to streamline this process – and possibly eliminate it altogether – and it sits in the palm of their hands. 
The contact center industry has been using the term “multi-channel” for over a decade to describe the transition from communicating by phone only, to communicating by email, chat and social media. In fact, it was this shift that got the “call center” renamed to the “contact center”.
Successful retailers know that delivering excellent customer service is key to their success. In an era where a single review on social media can have lasting consequences, it’s imperative to provide a good customer experience. These positive outcomes are the root cause to customer satisfaction and, ultimately, customer loyalty.
We’re all well aware of the major hurdle retailers face: understanding consumer buying habits. Spending habits have changed drastically throughout the years and it’s crucial for retailers to recognize current trends.
