With more and more customers wanting to connect with companies both online and offline, and at all times, businesses may be pressured to adopt an omnichannel strategy.
An omnichannel strategy integrates all channels to deliver a seamless customer experience through all business touchpoints. It means a business can be available at any time and anywhere.
Here are three tips for delivering a successful omnichannel experience:
Drive Customers To Your Physical Store
Utilise your online presence to drive customers to your physical store. Advertise in-store exclusive promotions, offer click-and-collect services and if possible, show the availability of stock in a nearby physical store. You may also consider holding an event in-store for loyal customers to deliver a more personalised shopping experience.
Customers want quick and easy payment solutions when purchasing online. To keep up with growing customer needs for convenience, offer multiple payment options, including mobile purchases and secure options such as PayPal. Use e-receipts to give customers their receipts via email. Be sure to break down the order costs in the shopping cart, i.e., tax, shipping costs, order summary, etc., to show the customer there are no hidden fees or charges.
Focus On Improving Delivery
Free delivery for online purchases is ideal as customers may baulk at high delivery charges when another e-commerce site may offer free delivery for a similar product. Giving customers an option to track their delivery via the courier is also important as it provides reassurance that the order is on the way. Be sure to clearly state details regarding delivery and return policies and provide in-store returns. If your business or warehouse is located in a major city, consider offering same-day delivery for orders made in your town, i.e., orders made before 1pm receive same-day delivery.