Consumers have shifted various aspects of their lives towards digital platforms in the past couple of years, adapting and replacing a wide range of physical transactions and in-person experiences with online alternatives. This transition included work meetings, grocery shopping, and finding substitutes for physical activities, leisure, and entertainment. Even demographics that were slower to embrace online behaviors were compelled to do so due to the disruption and social isolation caused by the pandemic.
As you assess which behaviors will endure in a fully reopened economy, it is evident that customer expectations have shifted and skyrocketed, demanding seamless customer experience across every touchpoint. Only after the pandemic did the business world recognize the significance of providing a unified consumer experience that seamlessly integrates physical and digital elements. The evolving consumer trend gave rise to a concept known as “phygital,” converging the physical and digital experiences seamlessly.
So, in an era characterized by accelerated digital transformation, you need to meet your customer at their preferred channel to stay competitive. The omnichannel approach, which combines digital capabilities with the physical realm, has emerged as a potent tool for enriching customer experience (CX). Hence, in this blog, we will explore how an effective omnichannel strategy seamlessly merges digital and physical experiences, all while emphasizing customer engagement and return on investment (ROI).
Strategies for Omnichannel Excellence
Consumers seamlessly transition between the digital and physical realms. A study by Salesforce surveyed over 2,000 consumers revealed that 80 percent of them engage in online product research, even when their ultimate intention is to purchase in brick-and-mortar stores.
Blending the physical and digital experience today with an effective omnichannel strategy and execution is imperative for you to succeed in today’s fast-paced digital world.
Establish an effective Customer Engagement strategy
Extensive knowledge of your customers is at the core of a successful omnichannel strategy. This begins with developing a comprehensive ‘Customer 360′ view, enabling you to gain a holistic understanding of your customers’ behaviors, preferences, and interactions across all touchpoints. This view is then intricately connected to the ‘moments of truth’—those pivotal interactions that shape customers’ perceptions of your brand.
For instance, a small coffee shop may leverage a loyalty app to gather valuable data on customer behavior, including preferred drink choices, visit frequency, and peak hours. Armed with these insights, the business can personalize the customer experience during crucial moments, such as offering a complimentary beverage on a customer’s birthday.
It is imperative to comprehend the various stages of data. Unifying, collecting, processing, and activating data is crucial for streamlining customer engagement efforts. By harnessing the power of data, you can optimize the customer experience, resulting in enhanced customer satisfaction and loyalty.
Robust applications for online experience
The significance of smartphones in people’s lives is growing each day as an increasing number of individuals utilize these devices to make purchases. While shopping through computers remains prevalent, smartphones have become indispensable for businesses across various sectors. In addition to mobile applications, a unique technology known as progressive web applications (PWAs) enables the creation of web applications that closely resemble native mobile applications.
Interestingly, a recent survey among eCommerce companies revealed that 17% have already invested in or plan to invest in PWAs. Users value websites that load swiftly, as prolonged loading times often lead to site abandonment. PWAs are designed to deliver instant and seamless performance, even without an internet connection. Therefore, PWAs are a prominent alternative to native mobile applications and conventional websites.
To Conclude
In today’s digital-first world, customer experience (CX) touchpoints in the virtual realm, such as chatbots and online forms, assume greater significance in shaping customer perceptions of companies. Thus, creating an enjoyable online experience with your product or service has become increasingly crucial, particularly one that aligns with the needs and expectations of your target audience.
For instance, potential customers should be able to effortlessly navigate your website’s content and grasp why choosing your business is advantageous. Similarly, returning customers should have access to customer success and support features seamlessly integrated into your application’s user interface. So, in addition to engaging with consumers at various stages of their customer journey, delivering a seamless digital experience is essential in ensuring customer satisfaction.
How Conneqt Helps
That’s where we step in with our gamut of digital engineering services that can deliver the perfect web and mobile applications for you with all additional features to enhance the omnichannel customer experience.
We help you bridge the gap between physical and digital to deliver a seamless, easy-flowing customer experience across channels. Our expert team helps you create robust web and mobile applications whether you are an eCommerce enterprise or any other business. We also offer industry-leading mobility consulting services crafted to help you enhance customer engagement and grow your businesses.
Our Success Stories
We partnered with a leading NBFC and developed a revolutionary Digital Collections solution for them that resulted in a 53% improvement in their Collection performance. The smart system featured a real-time digital control panel that helped the company in pre-schedule tracking, monitoring, and attaining improved Revenue outcomes.
Apart from the above, one of the fastest growing banks in India with 200 branches, PAN India, approached us to help them increase their credit card cross-selling. We developed a digitally automated solution for them that increased their credit card cross-selling by more than 40%.
If you seek an expert, strategic solution partner who can deliver as per your technology requirements aligned with your business objectives, then Conneqt with us to get the best outcome for your business.
