The omni-channel consumer is a person who comes in contact with a brand. Whether it’s on the website, the social platforms, via desktop or mobile device, the omni-channel consumer expects to receive the same shopping experience no matter where they buy from.
They are aware of hard-selling, non-personalized marketing techniques, and they do not engage unless they want to.
Expect seamless experience across every device and platform and uniformity in information displayed.
They conduct the product research beforehand but still expect the seller to know more than they do and help them make the final decision.
Since the company’s survival depends on meeting current and future customer needs, the preferences of omnichannel consumers have pushed the organizations to optimize their supply chains to provide superior customer experiences
many chief supply chain officers, to increase their company’s adoption of customer-centric supply chain initiatives like investing in better analytics to avoid delivery issues and encouraging customers to provide feedback on shipping and delivery methods. Retailers have also started providing customers increased visibility into their e-commerce deliveries, providing them with greater control over their experiences.
STRATEGIES TO IMPROVE OMNICHANNEL EXPERIENCE
Creating digital twins of supply chain for testing new ideas, evaluating alternative operating scenarios & leveraging predictive analytics to optimize it.
Optimizing the last mile delivery not only to increase speed but also to reduce costs and to implement improved fulfillment strategies.
Ensuring delivery of a single connected experience across every channel for a seamless experience.
Developing real-time, business-wide approach for the delivery of multidimensional consumer experience.