ATLANTA, GA / ACCESSWIRE / May 28, 2021 / In the age of digital marketing and e-commerce, creating a smooth and seamless omni-channel experience for your customers is essential to growing and maintaining a successful business and brand presence online.
What exactly does it mean to have an omni-channel experience, and how do brands benefit from implementing this approach to brand communications?
An omni-channel experience describes a cohesive consumer experience across all brand communication mediums and platforms. For instance, a consumer could anticipate that their interactions with a company will be the same on the website, social media channels, and brick-and-mortar stores.
While this may sound intuitive, these separate consumer channels can often be managed in siloes and treated as totally independent entities. As consumers generally expect consistency from brands, this disjointed approach to brand communications can create dissonance and detract from your positioning in the mind of your target audience.
While investing in digital channels is always the first step to developing an effective online presence, by investing in the omni-channel experience for your users, you're developing your brand into a touchstone for consumers to enjoy and utilize on a wide variety of platforms. These increased points of entry are key to developing your business into an industry leader, as well as becoming a platform that customers are legitimately excited to use.
In terms of e-commerce industry leaders, there's no one more qualified than entrepreneurDeepak "Dee" Agarwal, founder and CEO of several successful businesses, including the popular online retailer NoMoreRack.com. Even with many years at the forefront of new e-commerce developments, Dee Agarwal notes that developing an omni-channel presence is going to remain an essential part of any online business.
"An omni-channel experience for your customers is essential if you're interested in taking your engagement rates to the next level," says Dee Agarwal. "By following just a few key tips, you will quickly see your business grow to new heights, as well as drive an influx of new customers eager to experience everything your brand has to offer."
Below are Dee Agarwal's top four tips for developing a seamless omni-channel experience for any brand.
Map Customer Journey
For any business looking to better understand and support their customers, mapping out the standard customer's journey towards making a purchase is an essential first step.
"Provided that you already know who your customers are, and what is bringing them to the site," notes Dee Agarwal, "You can then examine the roadmap they take to make their purchases, and in doing so you can more easily see, and then address their needs."
Are customers frequently visiting your site from social media or email marketing? Are there patterns in behaviors indicating that something is deterring purchase, and at what stage of the journey is this occurring? How long do they normally spend on your site? Learning the answers to how your customers traverse your brand and site is a critical first step to developing your brand's omni-channel experience.
Focus on Mobile Technology
In this day and age, understanding and utilizing mobile technology in all capacities is essential to better reach your customers. With 45% of consumers preferring online and mobile shopping, more and more consumers are accessing your site and brand through a mobile device which, if poorly optimized, reflects poorly on the brand.
"The first step to developing a robust omni-channel is to develop a robust mobile experience," says Dee Agarwal. "Building out your site so that it is legible and easy to navigate on mobile devices will not only encourage potential customers to make purchases, but it will also make them keep coming back."
Implement a Robust Support System
As customers begin to interact with your business across channels, ensure that your support systems are equally equipped for omni-channel use to run alongside it.
"Ideally, you want a system which allows customers to engage with live support on the channel that they are currently on," says Dee Agarwal. "Whether it is through an automated system or live agents, or some combination of both, it is critical to ensure that customers have easy access to pain-free support."
Integrating as many channels as possible into your support system is one of the best ways to support a seamless omni-channel experience.
Explore User Data
While your company is probably already gathering user data, it is important to ensure that this is being adequately used in a new omni-channel brand presence.
"More important than just gathering data from your customers, you need to ensure that this data is standardized and adequately sorted across all channels," notes Dee Agarwal. "Tailoring data to be stored for each channel, and readily available for easy access will put you a step ahead of your competitors, and ensure that you truly understand what your customers are looking for."
By further examining this data, you'll be able to see what is working well, and what might not be working effectively- allowing you to alter your omni-channel approach on the fly.
For more tips on mastering e-commerce from business leader Dee Agarwal, check out Deepak Agarwal's Top 5 Tips to Master Social Media
Contact:
Andrew Mitchell
Email: media@cambridgeglobalmedia.com
Phone: 404-955-7133
SOURCE: Dee Agarwal
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