What Does Omnichannel Actually Mean in Digital Commerce?
by Michelle McSweeney
January 25, 2019
But what exactly does omnichannel mean?
Well, at its very core, omnichannel simply means giving your customers more options – more channels through which they can shop, various ways that they can have their orders fulfilled, and more options in which they can return items. But, wait – there’s more…omnichannel is having all of those options and channels and touchpoints synchronised to provide a fluid customer experience, regardless of what way they are shopping. Take, for example, customer loyalty cards. An omnichannel experience is one whereby a customer can walk into a physical retail store, buy an item and accumulate points on their loyalty card. Then, at a later time, they can visit the same store online, and use the points that they’ve accumulated to make a purchase.
We asked our CEO, Ciaran Bollard to give a no-nonsense explanation of what omnichannel means in digital commerce, to cut through all of the industry jargon that we’re so used to seeing. Here’s what he had to say…
Posted by: Michelle McSweeney