The Era Of Omnichannel Customer-Centricity

Jennifer Horowitz

Today’s consumers demand a business environment that anticipates their individual wants and needs. New trends in omnichannel, technology strategies, and business analytics, enabled by the four pillars of multi-platform—Big Data, cloud, social, and mobile—will accelerate transformation and enable strategic execution of business priorities. As transactions increase, omnichannel interaction is important for your organization’s decision management and employee management policies in order to increase revenues and reduce costs.

3 key requirements of omnichannel

  1. Full life-cycle customer experiences and engagement throughout the entire business process
  2. Personalization to enhance interactivity and customer experience
  3. Cross-platform experience and branding that is consistent across all business channels

The omnichannel consumer is modern, smart, and resourceful. They are also digitally interactive and well connected, and they command a real urgency for organizations to engage from all standpoints. “Winning” for businesses can mean developing strong full life-cycle growth strategies that are not channel-specific, but rather consistent across all channels to implement new platforms that focus on engagement.

Successful monetization strategies for an omnichannel customer experience

Collaboration apps: Apps enable connected customers. Implement a UGC (user-generated content) strategy for online reviews and customer-generated videos. Apps allow customers to browse products while reading reviews and purchasing anytime, anyplace on mobile devices.

Social media engagement: Social media works by enabling consumers to engage personally and help develop your brand. By having one-on-one interactions with customers, businesses can collect customer input for product development and general customer feedback and capitalize on customer-focused strategies such as contests and special promotions.

Integrate your organization: Integrate your physical and online presence by expanding inventories, for example, leveraging mobile and online ordering. More items to more locations in smaller increments should be the new standard, and business models should enable this type of profit within distribution strategies.

Innovate with technology kiosks: Innovative technologies such as kiosks, which offer a unique shopping experience by enabling consumers to interact with products, create loyalty and can increase revenue streams.

A smart omnichannel  experience is personalized, consistent,and relevant to the customer. Revenue, channel, and product strategies will flow from brand promise and customer orientation, supporting your overall business outcomes.

What trends have you seen with today’s consumers? What are your organization’s future plans?

For more on creating a top customer experience, read Is The Personal Touch Possible In The Digital Economy?


Jennifer Horowitz

About Jennifer Horowitz

Jennifer Horowitz is a management consultant and journalist with over 15 years of experience working in the technology, financial, hospitality, real estate, healthcare, manufacturing, not for profit, and retail sectors. She specializes in the field of analytics, offering management consulting serving global clients from midsize to large-scale organizations. Within the field of analytics, she helps higher-level organizations define their metrics strategies, create concepts, define problems, conduct analysis, problem solve, and execute.